The video gathered momentum as soon as it appeared on the company intranet, receiving more than 750 views and nearly 40 comments within the first ten days. There were more than 200 shares, and comments from global teams included: “Perfect service!”, “Excellent work,”, “A great message delivered,” and “This video is amazing, it really shows the We Care attitude.”
Following this kick-off Vodafone strategy campaign, we worked with various Communications Team members to create a series of campaigns in The Red Line style. Our Red Line empowerment experience sat under the same identity, and aimed to give agents more knowledge and confidence to tackle customer problems through a series of training sessions and interactive activities. After this campaign, customer complaints dropped from 23% in October 2016 to a low of 15%.
We later created animations and office collateral for a further ‘Voice of The Red Line’ Vodafone strategy campaign to promote a brand-new employee feedback channel.