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Idea List Next Day

Customers
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Know our customers birthdays and send them notification send them something special (cake, presents or a wishlist)
Send personalized messages, gifts to the customers.

We can reward the 1000th or 100,000 customer to be served or do a transaction.

Using customer lifestyle data, connect with them and surprise them

Community
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Make the experience special for the customer Using our rigs, we can show games on DSTV, bring the football home during match days
Give food, drinks etc.

Have focused programs on segments of the society (e.g programs for SME, health etc)

Give back to the disadvantaged in the society e.g do something for the school of the blind during the MoMo Month

Give CSR leave to employees to volunteer and give back to the society

Employee
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Provide medical support towards fertility treatment

Bring your family to work, family open day

Support employees with owning their own homes

Have a bar/sit out in the office for celebrations/events/film shows etc.

Provide fuel dump in the office for staff to purchase duing period of scarcity

Create the Echo of a Thousand Good Times

We fail we pay - for every failed transaction we pay you

Give houses to MoMo customers

Give food voucher to all MoMo Customers

Build Schools and Hospitals in rural areas and make them free

Rural Electrification (Rural areas) MoMo Power

Build a power Plant for Lagos State - The MoMo Power Plant

Free ride on 3rd Mainland Bride and other high traffic routes

Build and rename the coastal road to The MoMo Costal Road

Fund agents and merchants and provide resources to expand their businesses

Build the 4th mainland bridge and call it the momo bridge fully branded no tolls

Give 50Million to a customers within the Dormant base

Extend the Billionaire promo to make 100 billionaires
Do a conditional cash transfer using the cash register
Do something big in the IDP camp
Pick a supermarket and shop on us
Reward the shoppers at the food hub on a Saturday ( shopping on MoMo)
Give cash benefit to customers (5000) on a particular day
We get you to work free on Monday ( Transport fare of fuel fill up) for MoMo Customers
Give the customer an Open cheque to make a wish and we deliver in a wow manner

  • Give a paid vacation on the next National Independence celebration
  • Give every MoMo Customer a smartphone
Exaggerate the Experience

We fail we pay - for every failed transaction we pay you

Exaggerate the Experience

Give houses to MoMo customers

Exaggerate the Experience

Give food voucher to all MoMo Customers

Exaggerate the Experience

Build Schools and Hospitals in rural areas and make them free

Exaggerate the Experience

Rural Electrification (Rural areas) MoMo Power

Exaggerate the Experience

Build a power Plant for Lagos State - The MoMo Power Plant

Exaggerate the Experience

Free ride on 3rd Mainland Bride and other high traffic routes

Exaggerate the Experience

Build and rename the coastal road to The MoMo Costal Road

Exaggerate the Experience

Fund agents and merchants and provide resources to expand their businesses

Exaggerate the Experience

Build the 4th mainland bridge and call it the momo bridge fully branded no tolls

Exaggerate the Experience

Give 50Million to a customers within the Dormant base

Exaggerate the Experience

Extend the Billionaire promo to make 100 billionaires

Exaggerate the Experience

Do a conditional cash transfer using the cash register

Exaggerate the Experience

Do something big in the IDP camp

Exaggerate the Experience

Pick a supermarket and shop on us

Exaggerate the Experience

Reward the shoppers at the food hub on a saturday ( shopping on MoMo)

Exaggerate the Experience

Give cash benefit to customers (5000) on a particular day

Exaggerate the Experience

We get you to work free on Monday ( Transport fare of fuel fill up) for MoMo Customers

Exaggerate the Experience

Give the customer an Open cheque to make a wish and we deliver in a waoh manner

Exaggerate the Experience

Give a paid vacation on the next National Independence celebration

Exaggerate the Experience

Give every MoMo Customer a smartphone

Exaggerate the Experience

* Feedback to our customers, it brings loyalty and referral to MTN. Personal feedback. Linked to CRM system for personal information. Personalised service

Remain Relevant
Can Do

* Identify with our customers when the need arises. The business communicates about emergencies, and extend it that to various areas. Flooded areas, find alternative routes. Community or environmental information. SMS.

Remain Relevant
Can Do

* MTN Foundation - We need to speak about our social investment in the country and our customers. It is not seen or known. (TV show touch people's lives) I am so proud of what we do, why can't we use that in our marketing, tell our story.

Remain Relevant
Can Do

* We are not telling our own story in the rural/outlying areas. Education, social welfare, water infrastructure projects. They don't know about us. Using the local language.

Remain Relevant
Can Do

* Real engagement with our customers, Real engagement with our staff.

Remain Relevant
Can Do

* Be flexible and simplify our processes.

Remain Relevant
Can Do

* Understand the needs of society and provide tailored solutions. E.g. Develop 'n revision app for school children before their exams. That provides a service to the community and builds goodwill with the brand.

Remain Relevant
Can Do

* Show our customers that we care about them. Send SMS, Christmas text to appreciate the customers. We need to have a CRM system to capture customer relevant information to build their story with us and we can use that to do focused marketing. Personalised messages.

Remain Relevant
Can Do

* Downtime affected 6mil customers. Within 10 hours our CEO sent out an apology video to customers. This was well received.

Control the Damage Ahead of Time
Can Do

* Data and airtime to be replaced for downtime.

Control the Damage Ahead of Time
Can Do

* I expect a personalise apology, that can also be a business opportunity. not just a generic compensation plan.

Control the Damage Ahead of Time
Can Do

We need to deal with our employees who leave better.

Control the Damage Ahead of Time
Can Do

Have a better / available telephone number to call

Control the Damage Ahead of Time
Can Do

Create standards for when we will send a CEO apology

Control the Damage Ahead of Time
Can Do

When customer's problem is not fixed, don't just replace data and airtime: come up with some kind of compensation for the time lost waiting, impacts of downtime. (Doesn't need to be literal compensation - how do we go beyond the transaction?)

Control the Damage Ahead of Time
Can Do

Create standards for when someone is contacted by the most senior person (someone waiting 12 extra hours for sim swap).

Control the Damage Ahead of Time
Can Do

Create "Boards of Honour" for impacted people who should receive special service anywhere at MTN.

Control the Damage Ahead of Time
Can Do

For our corporate clients - come up with a way to help them as they are struggling through a problem.

Control the Damage Ahead of Time
Can Do

Regionalise the experience. We have different cultures. Food, dress, greeting. Do an event in the region itself and incorporate the cultural elements into that event.

Exaggerate the Experience
Can Do

Use IA to handle the volume of customers, to be onboarded easily and effectively. NB Analyse their spending, understand customer behaviour and find a solution to their need. It can be used to onboard the customer quicker and to provide support customers.

Exaggerate the Experience
Can Do

Proactive support to customers - before they contact us, resolve the non-complex issues. System can pick up that there is a dead spot, send an SMS to restart your phone.

Exaggerate the Experience
Can Do

Simplify the process. Reduce the turnaround time to serve the customers. We need a digital board with an AI to communicate to the customer about the requirements of the centres. They don't have to stand in a queue to get the requirements and move to another queue.

Exaggerate the Experience
Can Do

We are connected to NIMC but they have "downtime" issues. That means we cant provide a service and partner service is not available. Can we have our own server with data on it to make it easier.

Exaggerate the Experience
Seemed Like a Good Idea at the Time

Seamless roaming from MTN Nigeria to MTN South Africa (eg.) Roaming partners should be on 1 platform to latch on to. For non-MTN providers, there should be an email or SMS code that someone in that other country can solve my problem.

Exaggerate the Experience
Can Do

App dedicated to MTN customers to use it to log a complaint. Across countries, have 1 platform where any customer can see their profile, account, get support etc. Self-service trouble shooting. With an escalation option when needed.

Exaggerate the Experience
Seemed Like a Good Idea at the Time

- MTN will replace data and airtime to the equivalent of a whole day - for any amout of downtime

Control the Damage Ahead of Time
Can Justify

- MTN will compensate customers for their time lost while waiting for service resolutions. Personalise compensation.

Control the Damage Ahead of Time
Can Justify

- Special service at MTN EVERYWHERE for inconvenienced customers.

Control the Damage Ahead of Time
Can Do

- MTN Won't charge for services until final confirmation has been received.

Control the Damage Ahead of Time
Can Do

E-commerce - the return policy should be seamless. We should pick-up the product not ask them to bring in to the shop.

Exaggerate the Experience
Can Justify

Customer education and communication should be done in local languages. Currently, they switch between the local language and English. We struggle to explain our service or products in their own language. This should minimize the number of customer service sessions. They are loyal customers. We should be able to speak the language they best understand. We know that they don't understand our questions so now they rate us 1 on NPS because customers understand 1 as first, or the best, instead of understanding that 9 or 10 is the best. By creating understanding in their own language we will have better NPS scores.

Exaggerate the Experience
Can Do

In the North, we have Niger etc that are neighbouring countries. There are lots of transactions and migrations across borders. Our calls go through to those countries but MTN does not have a specific bundle to call across the country. They switch to our competitor sim to make "international" calls. We need "neighbour bundles" so that we can keep our customers on our network.

Exaggerate the Experience
Can Do

How can you show relevance to your customers' lives? / How can you show relevance to the world your customers live in?

Remain Relevant
Seemed Like a Good Idea at the Time

Supporting medical services in accessing deep rural areas.

Remain Relevant
Can Do

Supporting education and access to information in deep rural areas.

Remain Relevant
Can Do

Canoe trasnportation for waterbased communities

Remain Relevant
Can Shift

We are driving data, we want customers to use it all the time. There are customers who do not use data yet but they do use airtime. We should not just give data but airtime when they upgrade their line even when they don't use a 4G or 5G phone. Let it be 30% airtime and 70% data. This will encourage them to buy a new smartphone.

Exaggerate the Experience
Can Do

Sustained small-scale investment in community based entrepreneurs and organisations.

Remain Relevant
Can Justify

Health, education and a roof over their heads are paramount to the Nigerian nation.

Remain Relevant
Seemed Like a Good Idea at the Time

Unlimited Scholarships for targeted communities.

Remain Relevant
Can Shift

Assisting in building decent accommodation for students at universities.

Remain Relevant
Can Justify

Parner with customers on how to get solar energy solutions at subsidised rates

Remain Relevant
Can Justify

- opening up the learning platform (MTN U-Learn) to all stakeholders of MTN for FREE

Create the Echo of a Thousand Good Times
Can Do

* Committed relationship - Meeting and exceeding the customer expectations. We know what the needs are. Our product and service should be differentiated.

Create the Echo of a Thousand Good Times
Can Do

- Rural telephones that can be used for free to call for emergency services etc. Infrastructure that provides connectivity.

Create the Echo of a Thousand Good Times
Can Do

* Committed relationship - Giving real feedback on the issue. Very NB. Show that we are committed. Even if it is not favourable.

Create the Echo of a Thousand Good Times
Can Do

- Allow "single" employees to include parents or siblings on their medical plans

Create the Echo of a Thousand Good Times
Can Shift

* Committed relationship - Always be there for our customers. Good and bad - network is down, we should show our concern and communicate to the customer.

Create the Echo of a Thousand Good Times
Can Do

- commit to minimum turnaround times, and give HUGE gifts when we don't meet the target

Create the Echo of a Thousand Good Times
Can Justify

* Committed relationship to employee - Training and personal development to employees. It has a benefit for the company too. It means we do better.

Create the Echo of a Thousand Good Times
Can Do

- "Season of surprises"

Exaggerate the Experience
Can Justify

* Committed relationship to communities - Giving back to the community, rural areas where we have never been. Education and life skills. Do more awareness around this. Skill education specifically.

Create the Echo of a Thousand Good Times
Can Do

- Christmas gifts

Exaggerate the Experience
Seemed Like a Good Idea at the Time

- Touch the lives of 76m customers

Exaggerate the Experience
Seemed Like a Good Idea at the Time

- Birthday messaging

Exaggerate the Experience
Can Do

- Birthday gift boxes/ birthday flower delivery/ birthday cake delivery

Exaggerate the Experience
Can Justify

- Mindblowing gift for 100th customer per store Fanfare, balloons, PA system, PARTY!

Exaggerate the Experience
Seemed Like a Good Idea at the Time

* Committed relationship to communities - network connectivity to the rural communities. Upgrade the rural telephone services to 3G. Depending on the size of the community. Add CSR to this process.

Create the Echo of a Thousand Good Times
Can Justify

- make a store visit memorable. 5G Playstation stations.

Exaggerate the Experience
Can Justify

- gamify the stores, make the waiting pleasurable

Exaggerate the Experience
Can Justify

- charging ports in the stores

Exaggerate the Experience
Can Do

- provide free wifi coverage to the new trains

Exaggerate the Experience
Can Shift

- "free-phone hour"

Exaggerate the Experience
Can Justify

* Committed relationship to communities - Hybrid bundles for neighbouring countries. Data in place. Airtime to put in place.

Create the Echo of a Thousand Good Times
Can Do

- partnering with popular grocery stores and "gifting" a free shopping experience randomly

Exaggerate the Experience
Can Justify

- fuel vouchers/ loyalty points to earn fuel points

Exaggerate the Experience
Can Shift

* Committed relationship to employees - we all want to own a home. Can MTN help us with a lifestyle benefit to build our own homes. We are here for 15yrs+ that benefit could help.

Create the Echo of a Thousand Good Times
Can Do

- childrens celebrations in store

Exaggerate the Experience
Can Justify

1. Create standards for when we will send a CEO apology
2. When customer's problem is not fixed, don't just replace data and airtime: come up with some kind of compensation for the time lost waiting, impacts of downtime. (Doesn't need to be literal compensation - how do we go beyond the transaction?)
3. Create standards for when someone is contacted by the most senior person (someone waiting 12 extra hours for sim swap).
4. Create "Boards of Honour" for impacted people who should receive special service anywhere at MTN.
5. For our corporate clients - come up with a way to help them as they are struggling through a problem.

Control the Damage Ahead of Time

New idea

Control the Damage Ahead of Time