Discovery Insights
Understanding the key behaviors and attributes which make the difference between a good experience and a great one for Virgin customers.
Virgin is in the business of creating ‘memories’ for their customers. ‘Magic Touches’ are integral to the brand. Empowering everyone to approach customers this way creates the exceptional experiences Virgin is famous for.
Our process
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Delighting Customers and Communities
To make it happen, they needed to engage 65,000 diverse people across the country to turn strategy into new mindsets, behaviors and ways of working.
Our process
about us
Solution
We created a dynamic communications campaign to build excitement and engagement in the lead-up to a one-day “Brilliant Basics. Magic Touches” learning event.
The program reached 5,000 global front-line team members and helped them focus on understanding their own role in delivering consistently exceptional customer experience.
Solution snapshot
Customer service is the hallmark of the Virgin Atlantic brand. Virgin’s reputation is built on consistently delivering a distinctly ‘Virgin’ customer experience.
But when you turn 21 – how do you ensure your customer experience is still as fresh and relevant as it was on day one?
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Virgin Atlantic - Brilliant basics, magic touches
Maintaining a reputation for customer service excellence
Customer satisfaction
increased from 93% to 97%
Winner
of CIPD Best HR/L&D & OD Supplier 2024 (UK).
At an emotional level
the tear-jerking ‘Memories’ film featuring employees across the organization was given to all employees to help the learning stick.
The key services behaviours
created for the events were embedded into the performance management and recruitment approaches across the Virgin organisation, making sure the change in performance was there to stay.
Results
5
Industry Awards
As a direct result
of the one-day learning effort, there was a 20-point decrease in complaints against service delivery.
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