• Strategy & Planning
  • Digital
  • Brand Activation
  • Creative

Engaging an entire network

Creating an entire network engagement programme designed to build lasting customer partnerships founded on moments of great service.


As Volkswagen Commercial Vehicles trusted partner of eight years’ – respected for our industry knowledge and unique approach to strategy and communications – we were appointed to help them excel in hitting their customer service targets by finding a way to inspire the UK-wide network to truly live up to the brand promise of Working With You.


Extensive research helped to identify the network’s views on what differentiates the brand. Then, by drilling down through the data, five core values were defined: Integrity, Customer-focus, Attentiveness, Communication and Taking Control.

With these established, a totally new creative platform was developed. It was centred on promoting personal responsibility; empowering everyone with the knowledge that creating ‘memorable moments’ for customers isn’t the remit of the Sales department alone. Every member of staff plays a role.

The Every Moment Matters programme was launched with an interactive roadshow that visited 95 Van Centres, all over the country.



employees engaged with during the month-long launch activity


Delegate Satisfaction score for the Every Moment Matters launch event


managers attend the bi-annual EMM leadership events – contributing significantly to the sales success of two of the brand’smost popular vehicles, and the raising of Customer Satisfaction rankings to an all-time high

Being alive to...

…a new way to engage a network, that could deliver a genuine step change in customer satisfaction, identifying and overcoming the obstacles in the path of success and constantly refining the programme to maintain energy and engagement.

For more information about our Automotive expertise, visit our specialist hub.

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