White paper: Gold Quill Award-winner helps create an effortless customer experience

IABC_GQ_Whitepaper-coverHow do you create a customer service campaign that delivers real, meaningful and measurable results? By focusing on the specific behaviors that will make a difference to the customer experience.

DStv (Digital Satellite Television) is a digital satellite TV service that is part of MultiChoice, South Africa’s leading video entertainment and internet company. DStv is the top cable TV operator in the country and services more than five million subscribers. Customer experience has always been a key focus area for the business, but with increasing competition for market share, it has become more critical than ever to ensure outstanding customer service and an effortless customer experience.

In this in-depth work plan from 2018 Gold Quill Award winner for customer relations, find out how a targeted communication campaign reduced customer complaints and service center call volume and enlisted the talent of employees to come up with unique, lasting solutions to customer problems.

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Terri Naude and Clint Payne

Clint Payne is senior manager of customer experience at MultiChoice. Terri Naude is the owner of the consultancy Logical Truth.


  1. Excellent case study. Thoroughly enjoyed learning of a campaign that was well executed and innovative — also found it very helpful that all details were included (rather than just a workplan) and the PDF itself was well formatted and easy to read. Well done!

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