Cable Forum - View Single Post - Richard Branson does not own Virgin Media.

Sephiroth · 24-10-2009, 20:37

This is an extract from the Virgin Media 2008 Annual Report (under the RISKS section):

"We are licensed to use the Virgin name and logo but do not own it. In February 2007, we rebranded certain areas of our business as Virgin Media and renamed our corporate parent Virgin Media Inc. under a 30-year license agreement with Virgin Enterprises Limited
to use the Virgin name and logo. The use of the Virgin Media name and brand carries various risks, including the following:

• we will be substantially reliant on the general goodwill of consumers towards the Virgin brand. Consequently, adverse publicity in relation to the Virgin Group or its principals, particularly Sir Richard Branson, who is closely associated with the brand, or in relation to another Virgin name licensee, could have a material adverse effect on our business;
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• the license agreement has a 30-year term, and we are obligated to pay a termination payment if the license is terminated early under certain circumstances; and

• we are required to meet certain customer service level requirements. These service level requirements, which are grouped into three key categories, include:
(i) Base Service Levels which, in addition to ensuring that employees are fully-trained, competent, courteous and respectful, set basic standards against which to measure complaint handling, complaint levels and call center performance;

(ii) Technical Service Levels which measure certain technical requirements that affect our customers’ experience, such as service availability and service response times; and

(iii) Aspirational Service Levels, which are levels of service that we and Virgin Group wish to achieve over time, to create new service measures and increase the demands on certain existing measures, covering a range of matters including customer satisfaction, customer advocacy, complaint levels, call center performance and staff satisfaction. A failure to meet our obligations under the license agreement could lead to a termination of the license. If we lose the right to use the Virgin brand, we would need to rebrand those areas of our business that have been rebranded, which could result in increased expenditures and increased customer churn."

So now you have an attack plan for bad service.

24-10-2009, 20:37	#37
Sephiroth Wisdom & truth Join Date: Jul 2009 Location: RG41 Services: RG41: 1Gig VOLT Rutland: Gigaclear 400/400 Posts: 12,459	Re: Richard Branson does not own Virgin Media. This is an extract from the Virgin Media 2008 Annual Report (under the RISKS section): "We are licensed to use the Virgin name and logo but do not own it. In February 2007, we rebranded certain areas of our business as Virgin Media and renamed our corporate parent Virgin Media Inc. under a 30-year license agreement with Virgin Enterprises Limited to use the Virgin name and logo. The use of the Virgin Media name and brand carries various risks, including the following: • we will be substantially reliant on the general goodwill of consumers towards the Virgin brand. Consequently, adverse publicity in relation to the Virgin Group or its principals, particularly Sir Richard Branson, who is closely associated with the brand, or in relation to another Virgin name licensee, could have a material adverse effect on our business; 28 • the license agreement has a 30-year term, and we are obligated to pay a termination payment if the license is terminated early under certain circumstances; and • we are required to meet certain customer service level requirements. These service level requirements, which are grouped into three key categories, include: (i) Base Service Levels which, in addition to ensuring that employees are fully-trained, competent, courteous and respectful, set basic standards against which to measure complaint handling, complaint levels and call center performance; (ii) Technical Service Levels which measure certain technical requirements that affect our customers’ experience, such as service availability and service response times; and (iii) Aspirational Service Levels, which are levels of service that we and Virgin Group wish to achieve over time, to create new service measures and increase the demands on certain existing measures, covering a range of matters including customer satisfaction, customer advocacy, complaint levels, call center performance and staff satisfaction. A failure to meet our obligations under the license agreement could lead to a termination of the license. If we lose the right to use the Virgin brand, we would need to rebrand those areas of our business that have been rebranded, which could result in increased expenditures and increased customer churn." So now you have an attack plan for bad service.