1. Segmented Customer Experience

2. TURKCELL GROUP: REGIONAL LEADER 9 COUNTRIES 69.5 MILLION mobile subscribers OUR SERVICES: Mobile voice, mobile broadband, messaging, fixed broadband & other MOBILE SUBSCRIBER BREAKDOWNTURKCELL TURKEY (*) Turkcell owns 41.45% of Fintur which has interests in Kazakhstan, Azerbaijan, Moldova and Georgia. Fintur is not consolidated to the Group. Operator Market TURKCELL %51,1 VODAFONE AVEA Other players:

3. TURKCELL GROUP: OUR GAME PLAN INNOVATION OPERATIONAL EXCELLENCE & PRODUCTIVITY SUPERIOR AND DIFFERENTIATING CUSTOMER EXPERIENCE ▪ Focus on the customer ▪ Align the company ▪ Deliver the best customer experience vs. competition SUSTAINABLE & PROFITABLE GROWTH

4. OUR TOUCHPOINT MODEL: Every person in the company is...

5. 240 ÖHE appointment 14K customers visiting Turkcell web site. 32K customer visits and 10K transactions (TİMs) 6,5K customers getting service from Call Center. 2K new customers 1 M SMS and Internet packages are sold 16K top-up prepaid lines. 90K SMS being sent to Turkcell. 8K transactions over IVR. 74K transactions over online services. 108 customers connect to Turkcell via Webchat 210 corporate customers meets with their Corporate Sales Executives 482 Turkcell mentions at social media Turkcell Social mediaTeam connects with 56 customers

6. «We design experiences that simplify the life of our customers and make them feel cared for» TOUCHPOINT CENTRIC SEGMENT CENTRIC TO

7. White Collar Self- Employed Blue Collar Governmental Workers Disableds Farmers Housewives Retired Unemployed 4 Segments

8. Transformation Journey 3 Cases

9. What do young people want? Express themselves Feel that they are alive Feel free Belong to a group Discover who they are and reflect it

10. GNCTRKCLL -25 Community Events: Open-air cinema, GNCFEST, concerts etc. 5 GNCTRKCLL reps: Shopping, events, offers, carrier & tech SMS based Games

11. How did we start? I am there wherever you are. (New customer touchpoints) We are at the same age, i understand you and speak the same language with you I’m trying to make your life simple and I care about your motives. «someone like you» Value Prop:

12. Our solution An E-mail and SMS service for anything young people want to ask about their line and gnctrkcll

13. Outcomes 10.000 SMS messages 4.500 distinct customers 100 customers via FB & Twitter 4.2 Satisfaction Score in a day..

14. Professionals say.. There is always a solution. I have to own it. I am pragmatist. I have no time. Consider my experience.

15. Professionals Club Brand engagements (mostly with e-commerce sites) # TGIF «White Collar» e-magazine

16. First execution… Priority for Professionals on IVR between 08:00-17:00 for them not to wait on the line to get service from us. NO IMPACT

17. Happy end E-MAIL CUSTOMER SERVICE Ask anything you wish via e-mail to Turkcell

18. Outcomes 2K distinct customers Customer satisfaction level: 3.93/5.00

19. Household-Housewives I can express myself in different roles. I’m not ashamed of being a housewife Cooking is not the only thing I do great. I like spending time on social media.

20. Housewives on Facebook A Facebook page which housewives can reach useful information, get support and also can earn presents by sharing content on the page. Brand new

21. A Very Positive Return 140K followers in 1 month I want to be a member of this club. Can you help me with this? I want to join these games and earn points. Please guide me. Brand new

22. WHAT’S NEXT?

23. THANK YOU