Class Leaders on the Road
Our customer experience training and engagement programmes for Mercedes-Benz started back in 2004. At that time, the turbulence caused by intensive industry transformation and far-reaching dealer network changes had seen their customer satisfaction scores plummet, and UK JD Power rating fall to 26th place.
An ambitious improvement strategy was required to ensure that the message ‘prestige brand equals prestige customer service’ became a UK-wide reality.
Virgin Atlantic’s brand is synonymous with consistently high-quality customer service. When making plans for the new Terminal 3 (T3) facility at London’s Heathrow, they knew they needed to listen to their customers and deliver what they wanted.
We empowered employees to deliver an exceptional customer experience
Zurich is a global brand with a rich heritage, and a reputation built on keeping its promise of helping customers protect the things they value. However, in the fiercely competitive UK insurance market, the brand was struggling to deliver a differentiated service. There was a danger that the pressure to sell was creating an internal culture where the wants and needs of the customer weren’t always first and foremost. This was at odds with Zurich’s brand promise and the customer experience they wanted to deliver.
We launched Red Funnel’s new brand vision… on water
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.
Colt was passionate about delivering industry leading customer service, however in a highly competitive and technically challenging market, their differentiator had to be their people and the customer experience they could create every day.