Case Study: Giffgaff Uses Co-Creation to Build a Unique Mobile Service
The Community Shapes Ongoing Development Of The Product
In an Empowered report by Forrester analyst, Doug Williams, giffgaff is highlighted for their bold stride into the mature telecommunications market with a feedback management department that’s run entirely by giffgaff customers using the Lithium community platform. Also included is an enlightened look by Head of giffgaff Member Experience, Robbie Hearn, at this extraordinary mobile company that has launched and grown quite successfully without a call center for support.
The report explores the co-creation concept at the core of the giffgaff business model and how community shapes the company’s ongoing product development.
“"By eschewing traditional service provider business models in favor of co-created products and services, the consumer product strategy professionals at giffgaff have created a distinct product experience that is continuously evolving via co-creation with public community members. Other (consumer product strategy) pros can take a page out of giffgaff's playbook...”
-Douglas S. Williams, Analyst
Case Study: Giffgaff Uses Co-Creation To Build
A Differentiated Mobile Service Business
Forrester Research, Inc., February, 2011
Report highlights include:
- Why social customers are motivated to contribute
- How product strategists can shape ongoing product development via
- Why giffgaff selected Lithium for its community platform
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