Retail player
One of the biggest regional players of its kind asked us to help it to become more customer focus, with higher quality client-company interactions, an increase quality in delivered services and a better understanding of its customers’ needs by its employees.
When the retailer came to us, he only knew that he has to increase customer satisfaction through interaction quality and through minimizing the employee turnover rate. But he didn’t know how.
In the first phase, the client agreed to make a customer-focused audit, that consisted of in-house ethnography, user process road-mapping, customer surveying and employee on-site interviewing. Through this comprehensive process, we were able to define what the company really meant for its customers and how the company employees perceived their customers.
In the second phase, we defined a learning tool for the employees, that led to customer centricity. This tool comprised in (1st) a totally customizable training programme, in which empathy and communication were paramount and (2nd) a follow-up one-to-one business coaching session, particularized for each employee needs. The employees loved it, became happier and delivered higher quality interactions with the customers. From marketing to warehousing, from sales to HR, before defining any action plan, now, every employee thinks about the customer first.
We reached an increase in employee engagement and we delivered higher quality services for our client’s customers. Meanwhile, the company grew and developed its operations in other several countries, now with higher confidence that the customer is correctly understood and valued. Yes, “the customer first” is manageable.