VerbatimPlayback™ » nickbrice

Person-Centred Care Conference

nickbrice — Wed, 15 Oct 2014 16:24:55 +0000

A great conference! Our verbatims have helped Vision Call explore the notion of patient-centered care in some specially constructed large group immersions – delegates encountered the verbatims of optometrists and care home managers as well as some good old forum theatre sessions looking at handling elderly patients successfully. Over 300 people experiencing authentic contact experiences in a workshop environment – less powerpoint, more immersion/experience! Together with 360 Degree Vision we helped Melanie at Grow Your Potential create some interactive work-sessions around these experiences to make sure the key messages got home.

Congratulations to the ‘Amex’ Stadium

nickbrice — Wed, 15 Oct 2014 16:19:15 +0000

Our client has won the prestigious Stadium Experience Award for Best Stewarding & Safety operation. We helped create a range of verbatims of different fan and customer segments as part of our 360 Degree Vision Team Brighton programme to help the club’s leaders and staff experience the feelings and perceptions in planning the development of the customer experience.

Brighton’s approach to Away Fan experience has been see as a benchmark in modern venue operations management.

Nottingham Delivery

nickbrice — Fri, 09 Mar 2012 13:20:42 +0000

Back from Nottingham and a successful delivery to our retail client. All hands to the decks as Nick Brice our lead Project Director is away working on a project in Australia till the end of the month. Great feedback from the project but we’ll be happy to have him back!

Retailer Invites VP Team Back in 2012

nickbrice — Sun, 26 Feb 2012 14:36:31 +0000

We mentioned last July there was talk of future projects with an existing client. So we’re really happy to confirm that the team have been invited back by one of our biggest clients from 2011. The process has proved so effective the client would like to revisit the VerbatimPlayback™ presentations and the team are very much looking forward to working with our client again.

Busy Start to New Year for VerbatimPlayback™

nickbrice — Sun, 22 Jan 2012 10:28:23 +0000

A busy start to the year with the team working hard towards the VerbatimPlayback™ marketing launch – as well as working with our client Brighton and Hove Albion Football Club at the Amex Stadium. Nick Richards worked with Sophia George in the development and presentation of this exciting project. Feedback from the customer feedback surveys has shown marked improvements in performance!

VerbatimPlayback™ Key Part in Team Development

nickbrice — Sat, 26 Nov 2011 14:24:51 +0000

Today’s VerbatimPlayback™ presentation formed a key part of the leadership team development exploring internal and external customer experience challenges in the American Express Community Stadium catering and events operation. The presentation helped the team experience an insight into the day to day challenges facing their staff and team leaders.

We are also revisiting some of the fans we interviewed before the move and worked with them again to find out about their experiences of moving into and coming to matches / events at the new stadium.

Azure Research Project

nickbrice — Wed, 12 Oct 2011 07:11:34 +0000

The VP team have begun the research and interview process with a cross section of Azure team leaders in preparation for the VerbatimPlayback™ presentation next month. The Development Team, lead by Sophia George and Jess Huffman, has successfully captured insight into the staff’s specific issues beginning the process of communication and change.

Quality and Commitment

nickbrice — Tue, 26 Jul 2011 23:07:24 +0000

“There were about 80 events often running concurrently. In order to meet this challenging rollout schedule, there needed to be a large team of VerbatimPlayback™ actors who could all represent the views of the colleagues in a consistent way. The quality and commitment of the whole team was exemplary from the very first event to the very last. These events would undoubtedly have made less of an impact had it not been for the VerbatimPlayback™ concept and the talent and determination of the VerbatimPlayback™ team.”

Major UK Supermarket Retailer

The brief was to develop a programme to enable staff to engage in the new company value, thereby ensuring a higher and more consistent quality of service.

The solution?

Deliver insights to deepen understanding of the working environment in order to facilitate change. Using research interviews VerbatimPlayback™ actors represented the voice of staff to leaders as if engaged in two-way conversations. The programme proved to be a dramatically compelling solution in helping to gain access to information allowing a improved customer experience as a direct consequence of gaining a better understanding of staff experiences.

Read the case study in full or download a pdf

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Fans Have Their Say

nickbrice — Mon, 25 Jul 2011 07:39:51 +0000

The Club had been operating for ten years from a small, 7000 – 8000 seat athletics stadium with limited hospitality facilities and were moving to a 22 500 state of the art major sporting venue. This would mean a significant upgrade in the customer experience to meet customer expectations and increases in volumes.

Read the case study in full or download a pdf.

VP Training Rated Best-Ever

nickbrice — Sat, 23 Jul 2011 07:38:50 +0000

“The best training I’ve ever received.”

Team Brighton Team Leader

He had participated in several training courses before with past employers. His past employers, he went on to tell us, included Wembley and O2 but it was this programme, at the Amex in Brighton, that made the greatest impression.

Read the case study in full or download a pdf

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