Virgin Media: Voice of our brand

This case study describes how Virgin Media initiated a programme of behavioural frameworks and coaching materials to deliver a branded experience with remarkable results.

Virgin Media: Voice of our brand

Campaign details

Category name: Fixed line telecommunicationsAgency: Engine Service DesignAdvertiser: Virgin Media

Executive summary

The delivery of a great customer experience relies largely on people. Good customer service and helpful staff elicit the highest levels of praise in retail: 63% of all positive feedback relating to staff, versus 8.4% to products1. That said the people factor is often the hardest to get right, manage and maintain.

This submission is all about the design of a solution to support people in consistently delivering an excellent branded experience with remarkable results.

Engine...

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