Case Study

This well-known and very successful television and media firm has expanded its customer base dramatically and now has a large share of the UK market. In the process, it has recognised the need to improve all aspects of customer service, made more urgent by the introduction of new competitors into its marketplace and changing technology. A team from Curzon has been involved in a detailed review and the transformation of customer service operations, covering all areas from customer acquisition and management to the reasons for customer dissatisfaction and churn. This has resulted in a very significant growth in the customer base. In this company we found a lot of talented people working in different parts of the firm; the key was to create more joined up thinking in the way customers were handled across the functions.