What Can We Learn about Customer Experience? - Virgin Media Case Study

Episode 30 - This week, we continue to explore the UK Customer Experience. The country's service economy employs 80% of the workforce, so understanding and enhancing customer experience is crucial.

We conduct a 'shallow dive' (or maybe a snorkel) into Virgin Media, examining its history and origins, as well as customer feedback on their experiences. What lessons can we draw from such a giant corporation?

Expect the usual mix of anecdotes, statistics, and insights to provide some food for thought and ideas to ensure you're delivering the best customer service!

Learn the importance of thinking about design from a customer's perspective (obvious but rarely done well) and how policies are not the same as performance when looking after vulnerable customers. We also discuss how much your reputation is worth.

Also, Jimmy is relaxing a bit now. Nottingham Forest has another season in the Premier League, and James is celebrating finishing his audiobook. It's well worth a listen, or so he tells us.