HMV

HMV the music, DVDs and computer game retailer, engaged us to improve their in-store customer service capabilities.

HMV challenged us to create and implement a programme that would motivate and engender measurable, long-term behavioural change in more than 3000 staff.

Our response was to design and deliver a road show that explored ‘the difference that makes a difference’. This high impact event ran throughout the UK to audiences of up to 300 staff at a time. Although audience numbers were large, our interactive delivery enabled every delegate to get involved and learn through their experience. The events were memorable and practical and ensured that changes in attitude were sustainable.

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