Consumer Journey: UK
Despite having a highly distinctive brand proposition in the mobile telecoms category and strong communications, O2 found that the brand experience was not being consistently applied across all customer touchpoints.
By mapping the existing customer experience across diverse brand touchpoints – web, retail, call centre - we identified the inconsistencies that mattered most to customers, and generated new communication and brand experience ideas to bring the O2 brand proposition to life at the most critical touchpoints.
