Michael Murphy, Virgin's Brand Manager for Customer Service, discusses the secret sauce for the global brand that is Virgin. 200 companies across 29 countries.
World Class Service 2.0: Going Beyond the Basics of Customer ServiceRasmussen College
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences.
Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI
Featured Speaker:
Patty Sagert
Campus Director
Blaine Campus
Rasmussen College
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.
Customer service is a necessary part of any job. There are some important parts to dealing with customers, and for handling the situation when someone is angry.
10 Insights to Deliver Amazing Customer ServiceDesk
Think of the last time you contacted a "typical" company. Did you feel appreciated, acknowledged, or loved by their response? If so, that's great! If not, maybe you need to share these tips with them - they describe how to move from Customer Service vision to the actual practice of making customers happy at scale. We'd love to hear your tips as well, so feel free to add them in the comments!
World Class Service 2.0: Going Beyond the Basics of Customer ServiceRasmussen College
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences.
Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI
Featured Speaker:
Patty Sagert
Campus Director
Blaine Campus
Rasmussen College
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.
Customer service is a necessary part of any job. There are some important parts to dealing with customers, and for handling the situation when someone is angry.
10 Insights to Deliver Amazing Customer ServiceDesk
Think of the last time you contacted a "typical" company. Did you feel appreciated, acknowledged, or loved by their response? If so, that's great! If not, maybe you need to share these tips with them - they describe how to move from Customer Service vision to the actual practice of making customers happy at scale. We'd love to hear your tips as well, so feel free to add them in the comments!
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
Customer Experience Myth Busting
“Customer Experience” is quickly becoming a catch-all to describe anything that is remotely related to customers. This presentation will bust some of the most commonly understood myths out there and set the record straight:
- Myth 1: Customer Experience is the same as Customer Service.
- Myth 2: It’s nice to do but it’s not going to impact the bottom line.
- Myth 3: It’s only relevant to retailers.
- Myth 4: You’re sorted if you have a customer experience department.
For most retailers, once the clock strikes midnight on Black Friday, they will constantly be racing against an unforgiving clock to solve every holiday customer question. This is why there is no better time of year than to pull out all of the stops to make sure every agent is as fast and productive as possible.
Click here for 100 FREE Flex Hours from Desk.com - just in time for the Holidays: http://bit.ly/HolidayRush2013
The Art of Creating the Exceptional Customer ExperienceMichael Blachly
Whether you’re an independent practitioner or a corporate communicator, one of the top priorities is always keeping the customers happy. How do you go about doing that? What are the best practices?
In 2013, we have learned that implementing a strategic focus on the customer will help retention, improve brand reputation and increase profits by lowering the customer acquisition cost. This year we have a whole new set of trends that can help you listen and personalize every interaction, giving the customer a better experience.
Learn about, understand the essential knowledge and skills to manage and provide quality customer service, appreciate the importance of customer service and customer satisfaction, realise the benefit of attracting and retaining customers, utilise specific techniques to enhance long term relationships with customers and enhance customer satisfaction and loyalty and build a customer focused organization.
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Care Champions" and will show you how to excel as a customer service representative.
A growing number of customer interactions are taking place online.Younger people in particular prefer to do too much of their business online rather than in person. But online interactions have limitations. To provide excellent customer service online, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you.
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
Customer Experience Myth Busting
“Customer Experience” is quickly becoming a catch-all to describe anything that is remotely related to customers. This presentation will bust some of the most commonly understood myths out there and set the record straight:
- Myth 1: Customer Experience is the same as Customer Service.
- Myth 2: It’s nice to do but it’s not going to impact the bottom line.
- Myth 3: It’s only relevant to retailers.
- Myth 4: You’re sorted if you have a customer experience department.
For most retailers, once the clock strikes midnight on Black Friday, they will constantly be racing against an unforgiving clock to solve every holiday customer question. This is why there is no better time of year than to pull out all of the stops to make sure every agent is as fast and productive as possible.
Click here for 100 FREE Flex Hours from Desk.com - just in time for the Holidays: http://bit.ly/HolidayRush2013
The Art of Creating the Exceptional Customer ExperienceMichael Blachly
Whether you’re an independent practitioner or a corporate communicator, one of the top priorities is always keeping the customers happy. How do you go about doing that? What are the best practices?
In 2013, we have learned that implementing a strategic focus on the customer will help retention, improve brand reputation and increase profits by lowering the customer acquisition cost. This year we have a whole new set of trends that can help you listen and personalize every interaction, giving the customer a better experience.
Learn about, understand the essential knowledge and skills to manage and provide quality customer service, appreciate the importance of customer service and customer satisfaction, realise the benefit of attracting and retaining customers, utilise specific techniques to enhance long term relationships with customers and enhance customer satisfaction and loyalty and build a customer focused organization.
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Care Champions" and will show you how to excel as a customer service representative.
A growing number of customer interactions are taking place online.Younger people in particular prefer to do too much of their business online rather than in person. But online interactions have limitations. To provide excellent customer service online, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you.
This presentation deals with case study on Virgin Group, given in the book "Marketing Management (15e)" written by P. Kotler and K.L. Keller. It is about how Virgin Group and how its founder has succeeded in establishing a creative and sustainable marketing organization.
Role of customer relationship manger in the organization and explain the role with call center management.Expectation from customer relationship manager in organisation.
A presentation geared towards parents of pre-teens and teenagers on the safe use of Social Media in 2016. See http://guide.andysmith.ca for more details...
Brand, Service & Commerce convergence tacticsValtech
We see that digital champion brands look at brand, service, and commerce in an integrated way. At the heart of customer experience lies the continuous improvement of these three dimensions.
Disruptors like HelloFresh (Food), Coolblue (Retail), and AirBnB (Travel) have combined brand, service, and commerce into a platform that gives the customer a distinctive total experience thanks to an ecosystem consisting of products and services.
Presentation by Kristen Hayer, CEO at The Success League.
A deep dive into setting the right metrics and goals to help your Customer Success team succeed. Presented at the Customer Success Silicon Valley Meetup on August 6.
The future of financial services marketing communicationsChristopher Brooks
Lexden's presentation made to the PROTECT (life, health and payment insurance forum) in response to FCA consultation paper. Covering how marketing communications will change to meet consumers changing needs
In the digital age, custimer service means far more than answering a phone call or replying to a mail or handlinga complaint.
It is going beyond these basics and enabling a great purchase & usage journey for the customer.
This presentation hopefullt helps you think, what are the pain points for customers & how can we ease them? what are teh pleasure points and how can we enhance them and most importantly how can we value add beyond what they expect and digitally delight them.
Happy reading...may it provoke you!
Customer Worthy book Customer Experience Guide by mrhoffmanClient X Client
Customer Worthy is the most comprehensive guide to Customer Experience for business owners, CEO, consultants, CMO, CIO, CTO, CRO practitioners and strategy executives.
Chapters 1-3 Futuristic, practical, measured
'Money Chapter' 12 justify customer experience expense
Exec Management, Marketing, CRM, Sales, Operations and Advertising should use this for strategic offsite as a catalyst for customer centricity
*CxC Matrix helpful: strategy, Digitization, Marketing, Sales, CRM, crisis, M&A
This is the entire Customer Worthy book - or you can pay $40 a Amazon
WELCOME TO THE FRONTLINE SUMMER 2013
Our latest issue of Frontline Thinking continues the conversation on all that is local. From the challenges faced by St John Ambulance in the charity sector, to the daily war raging on our high streets over coffee. The conversation is wide open so have a read and let us know what you think?
We are Acuity. Independent Creative Agency and Frontline Marketeers, we help the likes of Citroën, Peugeot, Continental Tyres, St John Ambulance and UK Insurance sell more through their franchise network or sales outlets. We deliver brand consistency at a local level, while creating intelligent campaigns precisely tuned to increase sales, and keep customers coming back for more. We make things happen.
We don’t hang about either. We’re faff-free, quick, and we don’t ever compromise on creativity.
The way we work with clients is a bit different too. There’s no ‘us and them.’ Instead, it’s more of a continuous loop – which works brilliantly.
Ask Citroën, they’ve been relying on us for 14 years.
A short and sweet introduction to thinking about collapse as a productive way forward. It's optimism in the face of destruction! (Originally delivered as a 5 minute presentation at SF Ignite)
A holistic approach to rewiring our global economic system into something more human, sustainable and free. Based on the lessons learned from social web technologies.
Alex Frankel, author of Punching In: The Unauthorized Adventures of a Front Line Employee, presents some of the lessons he learned from his time working at several top brands including Starbucks, Apple, and Enterprise Rent-a-car.
Geek Squad: Marketing is a Tax You Pay for Being UnremarkabeThor
Robert Stephens, founder of Geek Squad, discusses the unique evolution of his hugely successful business, from the early days of defining the customer experience through the BestBuy merger and subsequent expansion. Customer service is the unifying theme.
Be Like the Internet - 8 steps to success in a post 2.0 worldThor
This is v1.0 of a presentation that Lane Becker and Thor Muller are workshopping. It was delivered for the first time at WebVisions in Portland, ... less Oregon.
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
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Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
The Parable of the Pipeline a book every new businessman or business student ...
Virgin's Crown Jewels: Great Customer Service
1. Virgin's Crown Jewels: Great Customer Service across 200 Companies and 29 Countries Michael Murphy Group Brand Manager - Customer Service Virgin Management Limited 4 th February 2008
12. 200 companies worldwide, employing 48 500 people, an annual Virgin Group turnover of £10.8bn/US$20.4bn … .one of the most exciting brands in the world
13. Some stuff you probably didn’t know about us… VFest Music Festivals Maryland: 72000 smiley faces, 2500 bodies tattooed, 40000 crabcakes eaten Virgin Active South Africa 2,889,256 customers in January 2007, producing 30282 litres of sweat per day Virgin Media Our cables laid end to end would reach the moon or around the world 30 times Virgin Cosmetics Top seller sold in one year enough lipsticks to circle the earth end to end! Virgin Atlantic Since our inception in 1984, we have served over 110,000,000 meals onboard Virgin Trains 1st European rail operator to use bio- diesel, reducing C0 2 emissions by 14% Virgin Money UK Developing a credit card that once expired can be planted to grow a tree! Virgin Cola Pamela Anderson was the model for the curvaceous shape of our bottles!
18. The Acid Test: If our name was removed from any part of the customer experience, would customers still know it was Virgin Mobile?
19.
20. thrive happy enjoy life dynamic animated vivid flourish electrifying In the moment No rehearsal unscripted Anything could happen HOT connected Switched on Unplugged it ain't what you do, it's the way that you do it
23. So what does “the boss” think? “ Convention dictates that a company looks after its shareholders first, its customers next and last of all worries about its employees. Virgin does the opposite. For us, our employees matter most. It just seems common sense to me that , if you start off with a happy, well-motivated workforce, you’re much more likely to have happy customers. And in due course the resulting profits will make your shareholders happy.” Richard Branson
24. Question: Should my perception of Virgin as an employee be any different from that of a customer? No! If you don’t believe in it, it won’t ever happen!
25. Loving People – the Virgin Way Recruit Inspire Measure Success Reward Train Grow Empower
29. The Virgin Mobile Customer Experience Charter As a customer, there’s nothing more frustrating than dealing with a faceless bureaucracy or a member of staff who tows the party line. A little something extra can really go a long way to improve a their experience and their opinion of Virgin. E.g. A Virgin Trains manager took all the placemats from First class and folded them into fans for the passengers caught in an unpleasantly hot carriage when the air-conditioning failed. Phone broken? No problem. Virgin mobile will send a replacement the next day. That’s before we receive the original back – we take your word for it. To add a personal touch to our customer experience: the little extras…. To never design what we do by assuming the worst in customers Virgin Direct’s index tracker investments broke the investment world’s greatest conventions and secrets by beating traditional fund management with an investment fund linked to the FTSE. “Wouldn’t it be great if your shares could beat the shares of all those highly paid investors?” You can, 90% of the time, if you just invest in all the FTSE top companies. To challenge convention . No bollocks or bureaucracy Some companies show a lack of regard for their customers by making promises they can’t or won’t keep. Virgin companies do what we say – no lies and no backtracking, just action. To keep our promises . If we say it, we’ll do it. Like Virgin trains – who built a power point into every seat – so you can get some work done without your laptop or mobile running out of juice. To get the right things right . Every time. Virgin Megastores were the first major music retailer to introduce listening posts in their stores, allowing consumers to listen before they buy. To give our customers what they really want. In a world of clutter and technology, there’s nothing consumers appreciate more. Virgin Mobile launched with the goal of putting the customer first and to be a breath of fresh air in a confusing field of technology. It revolutionised the industry by scrapping peak rate calls and allowing customers to pay any way they like with no contract. To make the experience simple and easy , with no confusion. Speak from the heart, not a script. Talk to people the way they prefer to be talked to – with warmth and humanity. When Virgin Money sends people letters about their financial services they recognise it’s the customer’s money, not theirs. They don’t write in jargon but as one human being to another To offer an experience that’s 100% human , treating customers with respect. How Virgin Group companies put it into practice Our Customer Experience principles
30. The Virgin Mobile Customer Experience Charter As a customer, there’s nothing more frustrating than dealing with a faceless bureaucracy or a member of staff who tows the party line. A little something extra can really go a long way to improve a their experience and their opinion of Virgin. E.g. A Virgin Trains manager took all the placemats from First class and folded them into fans for the passengers caught in an unpleasantly hot carriage when the air-conditioning failed. To add a personal touch to our customer experience: the little extras….
31. The Virgin Mobile Customer Experience Charter Speak from the heart, not a script. Talk to people the way they prefer to be talked to – with warmth and humanity. When Virgin Money sends people letters about their financial services they recognise it’s the customer’s money, not theirs. They don’t write in jargon but as one human being to another To offer an experience that’s 100% human, treating customers with respect.