THE CHALLENGE

Culture change is hard. Turning the barge of a big global enterprise toward a new strategic direction takes effort and time. The client's challenge – leadership was ready to declare victory on a two-year supply chain improvement effort and turn their focus on customers. They knew it was time to become a customer centered enterprise, but where to start was uncharted territory. They wanted a kickoff event to create momentum for the new direction and unify the team around a common approach.

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THE SOLUTION

An interactive two-day workshop took the global leadership team on a new path, navigating their way toward customer centricity. In preparation for the workshop, each leader was assigned a customer to interview, gathering feedback about their experience working with the company. During the workshop, we shared testimonies, created customer personas, and mapped customer journeys and developed action plans.

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THE IMPACT

With this hands-on, evidence-based approach, leaders from all functions and geographies came together to tackle common customer experience weaknesses and reclaim strengths. Global leadership was reminded of what makes them successful – its core values – and crystalized its shortcomings with powerful customer stories. With a newly energized leadership team, each region came away motivated to take immediate actions to improve the customer experience