ANGLIAN WATER, UK
Turning on a customer
engagement revolution
The Challenge:
For the first time, every water company in the UK is heavily incentivised for quality customer service and engagement.
Anglian Water had the simple goal to become a best in class brand with customers.
What we did:
- Brand strategy
- Service Innovation
- Behaviour change campaign
- Culture change
- Integrated communications
Our Approach:
Given has been integral to Anglian Water’s customer service transformation programme over the last four years. Our unique co-creation approach has been the engine of the process from the start.
The work has centred around a flagship change management project to create a customer service mindset across the business. This came to life through a number of brand innovation, behaviour change and customer engagement campaigns.
‘Make Today Great’ is a call to arms for employees to enable the transformation of Anglian Water from an asset management company into a true customer service leader.
Changing customer behaviour with the Smarter Drop campaign
After a series of in-depth research experiments looking into behaviour change triggers around reducing water usage, we found that financial incentives were a clear winner.
Saving water = Saving money
