1. Project One Case Study Virgin Media When you and all of your major competitors can market similar premium content and the gap in broadband speeds is narrowing, how do you stand out? If you have the heritage of the Virgin Group, then the answer is simple: you build and deliver an amazing customer experience. Virgin Media is the first provider of all four broadband, TV, mobile phone and home phone services in the UK. It delivers ultrafast broadband to over half of all UK homes. Virgin Media identified three reasons why customers might choose to cancel the service: customers leaving cabled areas, price and customer experience. They believed that a stronger emotional relationship with subscribers could reduce that final cause of attrition. They wanted a great customer

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