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Mocha

Cross Country Trains

Great Journeys

Client

Cross Country Trains

Services

Sector

Test Sector

Improving services and engaging staff

XC Trains loved the film so much they decided to hold the events in cinemas.

The films proved hugely popular with sta. and contributed towards a 30% increase in the number of people contributing their opinions to the “Listening to our people”programme.

The film also contributed to the company winning a prestigious award for its “novel approach to increasing employee engagement” at the British Quality Foundation UK Excellence Award.

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Components

Challenge

XC Trains wanted to engage staff and suppliers with the company’s mission to provide ‘great journeys’ to all of its customers.

They planned a series of sta. engagement events around the country which aimed to get sta. to contribute ideas for how their service could be improved. They wanted a film to open all the events which established a shared vision of the customer experience which would engage staff and set the tone for a positive and productive session.

Approach

Our idea was to connect the audience with the emotional reasoning that sits behind every train journey.

We used this to build empathy with the customer, and demonstrate role staff play in delivering great journeys. We created a narrative that followed a number of intersecting journeys across the length and breadth of the UK.

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Briefing
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