Customer Experience & social media integration at Red Funnel Ferries

Learn how Red Funnel Ferries has embraced social media engagement and used it in conjunction with a customer-first programme across the organisation, bringing the people along the journey with them. Compliments are up over 221%, complaints down 26% and 2015 has recently been released as its most successful year to date, having carried 4.7% more cars, 9.6% more coaches and 2.8% more passengers in the first eight months of the year compared to 2014 - outperforming the total cross-Solent market. The operator is also looking forward to a strong 2016, with a brand new fast ferry on order from Shemara Refit LLP on the Isle of Wight, due for delivery in July 2016.

Integrated real time Voice of the Customer insight via multiple social platforms has been key to success, responding to it now, not just for this customer but for any customer potentially affected. Agents gain the skills and support they need and the traditional culture has been transformed into a new dynamic approach, where colleagues embrace the ‘think like a customer’ rebranding biology.

Who should attend? A great case study for customer experience teams looking to open up social media channels and real time VOC or analysts looking to investigate new data sources. Great learning for local councils, housing associations or other small centres looking to remove failure demand.


Chris Elliott, Red Funnel Ferries
Chris is the Contact Centre Manager at Red Funnel Ferries. He is a CMI Certified Chartered Manager with 4+ years of Operations, Social Customer Experience, PRINCE2® Project Management, Customer Service, ISO 9001 & 14001, IOSH, and Contact Centre experience. Chris has a track record of delivering key event customer experience, change, leadership, employee engagement, systems integration, project delivery, employee training & development, social media and communications strategy. He enjoy new challenges and working with both people and emerging technology to deliver a dynamic best in class level of customer service.