Feel Good Service

Virgin Mobile has always been about warm and fuzzy customer service—it's in their DNA. When Virgin Mobile earned multiple J.D. Power Awards for outstanding customer service, it was time to celebrate. But more than that, it was an opportunity to reinforce what made the brand special: the feeling of being a valued Member.

To bring this to life, we created the campaign "Service Should Feel This Good." This sentiment became the foundation for a multi-channel experience that included in-store window clings, social content, mass advertising, and direct mail. Every touchpoint was designed to not only highlight the award-winning service but also remind existing customers why they chose Virgin Mobile in the first place.

The impact went beyond just recognition. The campaign strengthened Virgin Mobile’s commitment to customer service, sparking leadership initiatives to further enhance training, coaching, and rewards programs. This focus on continuous improvement helped set the stage for future service excellence—and future wins.