>> WHAT WE'RE GOING TO DO THIS YEAR
Provide a complete account of every area of customer-related CR risk with specific targets and action-plans for each.
Establish targets for performance improvement across each of the key touch-points in our customer journey.
Develop a Customer Charter outlining our core commitments.
As a Virgin company, we have a clear mission: to champion consumers and consistently do the right thing by them. Here's what we've been doing to change things for the benefit of our customers, current and future, and what we plan to do.
Since we merged last year, we've been re-engineering our processes, motivating our people and developing our products, with the customer at the very heart of everything we do.
So for example, we've started a process to simplify our customers' bills so that all charges and refunds are clear and consistent, and made it easier for them to choose the package that's right for them.
Delivering the kind of customer service Virgin is known for was never going to happen overnight. But in viewing this basic business priority through a CR lens and meaningfully thinking through our basic responsibilities, we're improving our understanding of what it takes to deliver a great customer experience.