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Customer Experience

We helped a well known organisation re-connect with its customers? We ran a customer centric change programme using Net Promoter Score (NPS). We took over an in-flight Programme, to drive large scale organisation & cultural change

The Approach

Our client’s Exec Team had received some feedback that the customer experience in their sector was (in their words) worse than a trip to the dentist. They wanted to bring about a seismic shift in this customer experience, because this was totally at odds with their very essence.

Here’s how we helped them, using our customer centric change methodology to engage and involve their people, implement a robust, near real-time customer feedback tool, and put in place the mechanisms to turn knowledge into action.

Anecdotally, their store staff used to check out Facebook and other social media tools in the back office before the store opened. Very quickly after we got involved, they were checking and analysing their customer feedback to work out what was working well, what they could learn from other stores and what to change.

  • Interviewed key stakeholders and assessed progress to date with the in-flight Programme as part of The Reality Check®.
  • Re-orientated Programme and ran vendor selection
  • Proved concept, won advocates and used them as Change Champions
  • Developed and rolled out Training to 5000 members of the Retail team
  • Enabled transition from commission based pay to bonus, driven by NPS
  • Worked with business functions to identify and act on insights
  • Developed tactical and strategic customer centric change roadmaps

The Outcome

The client won an award (Best Retail Customer Experience) 30 point Net Promoter Score (NPS) increase in first year, equating to £26m incremental revenue from this customer centric change programme.

Customer Experience & Centricity work also includes support & re-orientation of a large scale digital transformation to put customer interests at the heart of all decision making, and advisory work for a number of clients across sectors.

  • NPS increased by 30 points
  • Best Retail Customer Experience award

“End to end management, from recovery to business as usual, procuring, implementing, managing and maximising value – without doubt, central to success and that’s why an initial 3 month engagement turned into further work over a number of years”

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