Insight agency Kantar TNS has been appointed to work on the customer experience (CX) programmes of Virgin Atlantic Airways and Virgin Holidays. The new partnership will build on the strong momentum both travel companies have already established in CX and support their focus on creating lasting customer satisfaction, loyalty and advocacy.
The partnership with Kantar TNS and Medallia will provide Virgin Holidays and Virgin Atlantic with a deeper understanding of how customers interact with their brands, delivered using a combination of Kantar TNS’ CX intelligence and the Medallia software. These new capabilities will allow Virgin Atlantic and Virgin Holidays to continuously monitor wellbeing throughout the customer journey while listening and responding to feedback in real time.
Kantar TNS will ensure that Virgin Holidays can always talk to customers in real time.
Jamie Thorpe, Commercial Director of Customer Experience at Kantar TNS commented, “Both Virgin Atlantic and Virgin Holidays operate in intensely competitive markets where a positive customer experience is as important as the final product delivery. We will help the two brands become industry leaders in CX which will translate into even better services for consumers. Our work will help reinforce Virgin’s position as a trusted flagship brand and adviser.”
Daniel Kerzner, Vice President of Customer Experience at Virgin Atlantic commented, “At Virgin Atlantic, we’ve always been focused on a culture of innovation and putting our customers at the centre of everything we do. Looking forward, both our customers and our people expect us to be at the forefront of CX, using the latest in technology and insight into consumer behaviour to enhance the Virgin Atlantic experience along the way. We’re committed to always providing our customers with a better, special and different experience that they won’t get anywhere else.”
Amber Kirby, Vice President Customer and Marketing for Virgin Holidays, said: “We always want our customers to have the best experience when travelling with us, and we invest in new technology and innovations which ensure a Virgin holiday is the most memorable. Being able to talk to our customers and gain their feedback in real time is essential to this and means we can deliver the bespoke care and unique experiences that our customers expect – wherever they are in the world.”
