- 28 June 2023
- Posted by: icadkins
A refreshed brand identity was created to focus on serving a particular customer niche, however senior leaders realised that delivering on this was difficult as many staff were not intrinsically customer centric; furthermore, business units around Europe differed in customer approach given their heritage as businesses which had been acquired by the parent company.
What we did
In addition to supporting and guiding the programme team as they worked with a behavioural change expert to design a customer-centricity behaviours framework, a 3-day Champions Bootcamp was designed and delivered for 350 champions in Germany.
The social proof work strand subsequently revealed numerous examples of customer centric behaviour and initiatives popping up across the firm as a result of Change Champion activity. The directors also reported clear and positive change too from their top down perspective.