emerging-u.com

Case Studies

emerging-u from the team that brought you Brand Biology
emerging-u specialise in creating employee engagement and behavioural training programmes with a difference. Using experienced forum theatre actors, we show organisations and their employees how to harness the power of their personality in order to create meaningful and engaging connections with your customers, driving delivery of your core brand promise.

We create the conditions for people and teams to connect, create and generate their vision, leading to a clear focus, greater togetherness and sustainable high performance.

Professional Development For Emerging Talent

Creating the conditions for a customer-first culture to thrive

Red Funnel is the pivotal link between Southampton on the UK mainland and the popular holiday destination of the Isle of Wight. But with strong competition on their doorstep Red Funnel recognised that increasing their market share would require a competitive differentiator that went beyond price or convenience.

So in 2014 Red Funnel defined its vision of becoming the customers’ choice and preferred partner to the Isle of Wight, and set about turning its aspiration into reality by creating an end-to-end customer experience that was a meaningful and memorable part of their customers’ holidays. To achieve their goal, the leadership team focussed on their fleet, their on-board services and their external branding and promotion, knowing the key to success was to deliver the new customer promise through their people. The challenge was to create the conditions for a customer first culture to thrive.

Download Red Funnel Case Study
Brand Biology team brings you emerging-u.com redefining customer experience and employee engagement.

Upgrading the passenger journey to a great customer experience

Customer expectations in the travel sector had never been higher. Price and destination are not the only factors driving choice and LLA’s senior leadership team understood that the passenger experience starts from the moment you enter the terminal and that this experience has a huge knock on impact on consumer decisions pre-boarding.

The team identified security as one of the key touchpoints in the customer journey where
loyalty can be won or lost. Employees in these areas were understandably prioritising compliance and regulations over delivering a meaningful human to human experience. So, the UK’s 5th largest airport embarked upon a programme to make all passengers feel valued at all times by turning its employeesinto ‘Great Journey Makers’.

Download London Luton Airport Case Study
Professional Development For Emerging Talent

EFFORTLESS EXCELLENCE

Following the UK CSI report in July 2016, BMW found they had significant room for improvement in their customer effort scores. The organisation subsequently focused its customer strategy on being easy to do business with, under the banner of “Simply Successful.”

Download BMW Case Study
Professional Development For Emerging Talent

SIMPLY SUCCESSFUL

We had a ‘kerching’ moment when we understood that engaged people give you a ‘Discretionary Effort’ that customers notice. We are now in the top 10% of UK companies for Employee Engagement following the Simply Brilliant programme. We recognise that engaged people are more productive. This has been a perfect period for us – improved engagement, improved customer satisfaction and costs falling

Download Virgin Media Case Study
Professional Development For Emerging Talent

LOOK WHO'S CALLING

Our operating costs reduced by 35% which self-funded our entire programme. Since the programme, we have achieved our highest ever employee engagement scores since our P&L was formed and our NPS score achieved a new record of +32 in July: 20 points up from where we started

Download British Gas Case Study

we bring people together

emerging-u specialise in creating employee engagement and behavioural training programmes with a difference. Using experienced forum theatre actors, we show organisations and their employees how to harness the power of their personality in order to create meaningful and engaging connections with your customers, driving delivery of your core brand promise.

Leadership Development

Learning consultancy

Team effectiveness

PEOPLE DEVELOPMENT

Culture Consultancy

Train the trainer

DRAMA BASED LEARNING

Hybrid learning

Customer Experience CONSULTANCY

COMMUNICATION EVENTS

emerging-u from the team that brought you Brand Biology

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