Introduction
We define consumers in general as ‘the public at large’ – anyone who could buy from us. As the consumer’s champion, Virgin has always been about developing products and services that make the consumer’s life easier – delivering better value for money, a better service, challenging the status quo, and injecting an element of fun into what have traditionally been dreary marketplaces.
Virgin makes money by creating ideas that are generally beneficial to consumers – and to society as a whole. Rather than relying on growth from one business in one industry, Virgin takes a proactive and often risky role, re-investing in opportunities and communities.
A customer-focused brand
We define our customers as people who are using Virgin products or services, especially those with whom we have an on-going relationship (e.g. people with a Virgin Mobile).
We view our customers’ happiness as the lifeblood of Virgin’s success. Because of this attitude, Virgin is widely regarded as one of the most customer-focused brands in the world, with a reputation for brilliant service.
Virgin has been ahead of its time in delivering customer service. Here are just some of the areas where we’ve led the way:
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Using innovative recruitment and training methods
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challenging conventional rules
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trusting and empowering staff
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designing products that are easy to use
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using simple and upfront pricing techniques
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having a culture where “going the extra mile” is the norm.