Red Funnel is the pivotal link between Southampton on the UK mainland and the popular holiday destination, the Isle of Wight. With other routes and providers available, Red Funnel recognised that increasing their market share required a competitive differentiator that went beyond price or convenience.
In 2014, Red Funnel defined their vision of becoming the customers’ choice and preferred partner to the Isle of Wight. They then set about turning this aspiration into reality; creating an end-to-end customer experience that was second-to-none.
To achieve their goal of delivering an unrivalled travel experience, and be seen as an integral and enjoyable part of their customers’ holidays, Red Funnel knew they needed to focus on:
- their fleet
- on-board services
- external branding and promotion
- their internal culture
- the experience delivered by their people
Having spent time in the business to carry out our diagnostic, we understood the operational challenges employees faced day-to-day. Delivering outstanding customer service became particularly challenging during the peak summer period where numbers of passengers and, historically, complaints increased.
Our goal was to engage Red Funnel’s employees and empower them to deliver the new brand promise to customers.