Dramatically improving the customer experience at Orange by David The challenge Orange wanted: • their agents to be able to think, speak and write ‘Orange’. This meant that when helping a customer, they always reflected the Orange tone of voice and that brought the brand to life • something that helped their agents think for…
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Playing to strengths to make things better for the customer by Lance The challenge When Paul Painton took on the role of Head of Complaints at Virgin Media, he set himself the objective of improving the Net Promoter Score (NPS) for the department. As the NPS figures had been ‘heading south’ for some time, he…
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Increasing sales at Cruise and Maritime Voyages by Lance The challenge Cruise and Maritime Voyages (CMV) had a problem. They were so successful they decided to double the size of their fleet, which increased the number of sailings.So what was the problem, I hear you ask? Well they now had three times the number of…
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Engaging employees to deliver an unrivalled customer experience by Craig The challenge Although Chiltern Railways provided high quality customer service they had an ambitious and industry-leading vision to be recognised for delivering stunning customer service that had never been seen before in the rail sector. They knew that focusing on their culture was the key…
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Virgin Media Complaints Department saw their Net Promoter Score (NPS) and staff engagement scores improve massively after we invited employees to shape the future of the department and helped managers to find time to develop their people.
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