What is the contribution of businesses to the economy, society and the environment? Which values do they bring in their operations?
Today, companies must be ready to meet the expectations of those consumers that are socially responsible and concerned with protecting the environment, such as the “Millennials”- young people aged 18-30 years that do not trust big business and disapprove of the concentration of wealth, and demand simplicity and transparency in product and service offerings as well as communication 2.
After years in which Italian consumers’ trust in businesses gradually declined, in 2014 the trend reversed, and this continued also in 2015 4.
Establishing a fiduciary relationship with customers is complex and becomes a key strategic goal for companies, as showed by the commitment to, and investments in, transparency policies, brand reputation, and Corporate Social Responsibility.
80% of people believe that companies must help address the needs of society (+6% 2015 vs. 2014)
60% trust rating of TLC companies in 2016 (+1% 2015 vs.2014)
57% trust rating of Italian TLC companies in 2015 (+9% 2015 vs.2014)
10 millions letters and mails sent to customers
52,000 mails sent to tim employees
9,000 technician uniforms
156 new concept stores by 2016
1,700 new signs by 2016
For the fourth year in a row, we obtained the international Top Employers certification, which is only awarded to organisations that achieve the highest standards of excellence in employee conditions.
The digitisation and spreading of social media are dramatically changing the way consumers establish and manage their relationships with brands. They demand attention and to interact directly with companies, as well as fast and effective responses. This is why having a presence on new digital platforms and social networks is increasingly seen as the future of customer support, care and loyalty.
65 mln calls
11,000 people assisting retail customers
68 offices in 59 cities
professionals in 13 offices
assisting large businesses
800,000 interactions during the year
99% response rate in the 4th quarter of 2015
24 minutes response time in the 4th quarter of 2015
5th on Social Baker’s global ranking in the 4th quarter of 2015
months time required
to implement the model