Engine worked with Virgin Media to co-create the Voice of Our Brand quality programme as the foundations of a brand-led staff training and development initiative.
The project involved engaging with customers and frontline teams from Virgin Media's telesales teams, customer support, stores and field engineers to define a great and distinctly Virgin service experience in each channel.
In an interview with Marketing Week, Karen Ingham, Customer Service Director at Virgin Media, said that the project lead to financial benefits.
Virgin Media has also been able to correlate a 1% increase in their Net Promoter Score with an improvement in revenue which ranged from £750,000 to £1.5m a year.
You can read the full article by Marketing Week here.