Npower
We took a fresh look at Churchill’s priced based positioning which led to a first non-priced based positioning which proved strong enough to be featured as leading brand TV ads.
The challenge
Npower had undertaken a ‘big’ 4 Consultancy led programme to improve the experience they provided customers to stem attrition and poor satisfaction. Whilst their focus was on rationalisation, the business didn’t have appropriate CX experitise across the business to support the strategy.
The solution
We were appointed to assess the resources requirements. By plotting capabilities and aligning them to business ambitions we identified new appointments, new insight partners, and the creation of a best practice customer experience team was established.
The results
Within 6 months the marketing function had moved from responding to business insight demands to spearheading the ‘Customer Transformation’ as a strategic leader.
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