VodafoneZiggo's purpose

Why do we do what we do? That question will be answered in this first online magazine. Learn about our purpose and company values.

"VodafoneZiggo must become a company that acts entirely in response to its customers' needs", says CEO Jeroen Hoencamp. He talks about the organisation's purpose, values and strategy.

interview - 4 min

Read this story

"What does VodafoneZiggo mean to you?"

Two of our Senior Leadership Team members answer that question. Watch the videos.

Robin Kroes

Ritchy Drost

Would you like to know more?

Follow us also on LinkedIn and Twitter and find more news, backgrounds and upcoming editions of our magazine.

4 min

Connect Our purpose

The customer always comes first

"VodafoneZiggo must become a company that acts entirely in response to its customers' needs", says CEO Jeroen Hoencamp. He talks about the organisation's purpose, values and strategy.

"Merging Vodafone and Ziggo may seem like a tricky job at first glance, but let's not forget that we have more in common than many might think. Good networks, good products, good service, strong brands, well-financed parent companies. And not forgetting: a very healthy dose of commercial spirit. This will only serve to strengthen one another.

If you consider how good service is at present, you can only imagine how things will be once we've seamlessly connected everything up in the years ahead. An integrated network unifying fixed and mobile, your favourite content on all your devices, a joint portfolio of products and services, and excellent service through all channels.

But one aspect needs to be strengthened further: customer focus. "VodafoneZiggo must become a company that acts entirely in response to its customers' needs", says CEO Jeroen Hoencamp. "We construct a better network for the customer, we market products for the customer, and the way our company is set up is based on customer perceptions."

Customer satisfaction is just as important as profitability

Jeroen Hoencamp

Does our focus lean too heavily on earning money?
"Not too heavily, but it is our focus. Both companies are very financially driven. If we talk about results, we're referring almost exclusively to turnover and profit. These are certainly important values in our sector, and of course we also have our responsibilities in relation to shareholders and stakeholders… But I think we still need to talk more about the customer. I want to focus on customer satisfaction and loyalty. I want to know how customers perceive us. How quickly we answer the phone. How many complaints we resolve in one go. This information is just as important to me as profitability. If you genuinely keep customers happy and surprise them in a positive sense, your company will perform far better in the long term – financially as well.

Luckily, Vodafone and Ziggo are both keen on market research. I want us to adjust our products and services even more on this basis. But we're still facing a number of hurdles. For example, I'm no fan of terms such as RGU: revenue generating unit. I understand that we need units like this in our systems, but customers cannot simply be reduced to numbers. Customer centricity must feature throughout our organisation."

What kind of corporate culture do you envision for VodafoneZiggo?
"An open culture in a flat organisation. This means a simple business structure, short lines of communication, very customer centric, with loads of space for creative ideas and new insights. I want us to continue challenging the established order and innovate. Yes, although we're a huge company with a workforce of 8,000 people, together we can make it feel smaller than it is. I'll be focusing on a customer-oriented, innovative organisation. Where people want to workand where colleagues talk proudly about what they do.

I can appreciate that this is an exciting period, certainly so soon after the previous merger between Ziggo and UPC. Some of us can't wait to get going, others are uncertain. I appreciate both sides. But, in the period ahead, I hope we come to see the merger more as an exciting, wonderful adventure. There are plenty of opportunities; I can't wait to seize them. I'm convinced that together, we can build an even greater, more beautiful, successful company."

VZ

VodafoneZiggoVodafoneZiggo

Share this article