Idea List Next Day

Customers
===========
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
=================
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
============
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

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

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 waoh manner

Give a paid vacation on the next National Independence celebration

Give every MoMo Customer a smartphone

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

* 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.

* 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.

* 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.

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

* Be flexible and simplify our processes.

* 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.

* 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.

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

* Data and airtime to be replaced for downtime.

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

We need to deal with our employees who leave better.

Have a better / available telephone number to call

Create standards for when we will send a CEO apology

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?)

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

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

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

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.

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.

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.

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.

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.

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.

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.

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

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

- Special service at MTN EVERYWHERE for inconvenienced customers.

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

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

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.

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.

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

Supporting medical services in accessing deep rural areas.

Supporting education and access to information in deep rural areas.

Canoe trasnportation for waterbased communities

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.

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

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

Unlimited Scholarships for targeted communities.

Assisting in building decent accommodation for students at universities.

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

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

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

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

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

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

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

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

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

- "Season of surprises"

* 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.

- Christmas gifts

- Touch the lives of 76m customers

- Birthday messaging

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

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

* 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.

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

- gamify the stores, make the waiting pleasurable

- charging ports in the stores

- provide free wifi coverage to the new trains

- "free-phone hour"

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

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

- fuel vouchers/ loyalty points to earn fuel points

* 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.

- childrens celebrations in store

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.

New idea