Case studies

Let us tell you about our impact

We’ve worked with many fantastic organisations on their transformation journeys.

Here are few of their change stories.

Vodafone: We Care

Challenge
The Global CEO was frustrated by a lack of movement in NPS scores and consistent flood of unhappy customer messages. He wanted to see improvement.
Approach
An MRI survey was implemented across the top 3500 leaders across 28 business units globally. The analysis showed those business units with high MRI scores also had high NPS scores.
With MarketCulture’s input, a Vodafone specific customer culture framework was developed called Vodafone We Care.
Results
The following year, after introducing Vodafone We Care, Vodafone’s worldwide NPS scores increased by 4 points.

TSB: Creating a digital workplace*

Challenge
Support and enable a customer-centric culture with dynamic multi-modal internal communications and a collaborative toolset.
Approach
Established strategic objectives and a measurement framework for the digital workplace. Using an agile process, fast tracked an Minimum Viable Product (MVP) leveraging Office365 tools accessible by desktop and mobile.
Results
Increased communication, collaboration and workplace accessibility to 24/7 connecting 8600 TSB people across 600 sites.
* working with Mando.Agency & AddIn365

TSB: Creating a digital workplace*

Challenge
Support and enable a customer-centric culture with dynamic multi-modal internal communications and a collaborative toolset.
Approach
Established strategic objectives and a measurement framework for the digital workplace. Using an agile process, fast tracked an Minimum Viable Product (MVP) leveraging Office365 tools accessible by desktop and mobile.
Results
Increased communication, collaboration and workplace accessibility to 24/7 connecting 8600 TSB people across 600 sites.
* working with Mando.Agency & AddIn365

Virgin trains: dramatic culture transformation

Challenge
Deliver a large scale cultural change programme focusing on the customer to aid the transition from British Rail to Virgin.
Approach
Replaced a hierarchical, command and control culture with a empathic, innovative and dynamic customer culture. People were encouraged to use their initiative and focus on purpose, customer engagment and commercial results.
Results
Successfully challenged the loss of West Coast Mainline franchise to First Group, working with the Executive Committee and supported by a petition of 124,000 highly satisfied customers.  The franchise, worth £900 million per annum, was reinstated.

 

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