O2 creating customer understanding
Following the successful implementation of their high impact and vibrant “bubbles” brand, O2 identified the opportunity to use it as a platform to create a branded customer experience. To achieve this everyone in the business needed to understand what this ‘customer-centric’ experience was and how they should deliver it.
We created an overall proposition that highlighted the individual nature of every customer: ‘All customers are different and have constantly changing needs’.
A range of communication tactics were used to ensure understanding and engagement and to change employees’ perception and behaviour.
A greater awareness and understanding of customers and their individual needs led to the successful implementation of a Europe-wide customer experience programme and recognition of O2’s strong customer focus across the industry.
