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British Gas - Data & Insights

We work with the British Gas Insights team to manage and produce the fortnightly Customer Voice newsletter that is sent across the business, with articles tailored further for their commercial audience.

Challenge

For three years we have been running the content programme for the British Gas Insights Team. This involves the editorial production of the weekly Customer Voice newsletter and associated content creation such as award entries and other articles upon request.

The weekly Customer Voice newsletter is sent across the business, containing a mix of internal and external articles focused on bringing the customer closer to the business and influencing decision-making. This is supported by infographics designed to bring the insights to life.

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Solution

Working closely with the British Gas Insights team, we designed, manage and produced their fortnightly Customer Voice newsletter which was a key part of their strategy to land customer-centric thinking across the organisation.

We sourced and produced all articles and infographics, with the content widely reused in other formats (e.g. customer walls and Customer Closeness events).

Wider work saw us contributing to the team’s strategy to create the Golden Record of customer data with an engaging 1980s style video game video produced to land the requirement and roles and responsibilities.

Results

The programme was considered a significant success, helping to achieve the team’s three year ambition of improving customer-centric thinking across the organisation.

David Trevithick, Consumer Insight Manager at British Gas and Head of the Customer Voice Programme, said: “The newsletter was a key component of our Customer Voice programme which drove customer-led thinking across our business. Every month we gather a wealth of information from and about our customers.

However, the true value of this insight comes from making sure our colleagues across the business are able to access, understand and use it. The Customer Voice programme was our means of doing this and its  impact has been profound.”

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