Turning employees into advocates
One of the UK’s largest employers, Virgin Media O2 represents a new frontier in terms of broadband and telecoms businesses. And in the wake of a pandemic, the roadmap for achieving world-class engagement was never more obscure or challenging.
In the midst of Covid lockdowns, separating people from one another and isolating them in their own bubbles, the company announced to customers its decision not to reintroduce daily rate roaming charges for calls, text, and data used by travelers in the European Union.
The internal challenge was threefold; spreading awareness, doing so in a way that taught employees how to explain the new roaming rules, and leveraging employee engagement to allow for an organic method of sharing information, with little in the form of initial spend.