Customer Experience Case Study - HMV

Passion has moved our customer experience to a new level

In the third year of our relationship, HMV challenged us with an ambitious target. After the success of projects in 2000 and 2001, they wanted to push motivational and attitudinal training to the next level.

Our solution was to create a unique 3 x 45-minute video product that would deliver important motivational and sales training techniques to the whole of the workforce. We invited the store managers to take ownership of the project, each manager received training in motivation and what we term ’power presentation’ in order to promote the campaign and reinforce the key learning points raised in the videos. Also, importantly, the managers were encouraged to apply their ingenuity to the delivery process, and stamp individuality on their Christmas campaign.