Congratulations to Skye Colonna from Tauranga City Library, who is our first winner in the monthly Skinny Jump draws for partners submitting stories about how they are implementing the 6 C’s with their customers in an effort to reduce churn. Skye was selected in a random draw from the entries received between 1 and 31 October. The Jump team will be arranging for your team shout.
Some of the suggestions submitted were:
- Provide partners with a handout with brief prompts (otherwise discussion could be quite lengthy)
- Could an incentive be provided for returned modems?
- We provide a weekly ‘digital drop-in’ at each of our four branches; this provides opportunities to sign up new Jump customers, but also ongoing opportunities for customers to come back to use if they have any issues with their modems.
- We offer adult digital classes once a week where customers can upskill themselves to make the most of their internet connection.
- We are checking with every customer as they sign up, and ask questions when enquiries are made.
- Some larger households have decided to go with fibre connections after we explained the data limitations of Skinny Jump.
- We have spent time upskilling our library and admin staff on how to respond to customers who call or walk-in with Skinny Jump issues.
- We follow up with customers over the phone the same day that they sign up to check if they need any further help.
- We provide in-person help for people needing help with topping up or troubleshooting.
- We contact customers from time to time to ensure the modem is working and doing what our customers need.
Thank you everyone for participating and sharing your success stories and ideas for tackling Jump churn. Another draw will be held for entries received between 1 November and 30 November.
Digital Inclusion Alliance Aotearoa 