Following some customer service issues experienced over several months, this client had experienced a sharp drop in customer satisfaction and an sharp rise in lost customers. As well as just fixing those specific issues, our client wanted to re-define what customer experience success really meant, to help shift the entire company culture to become more customer-centric, as well as to define clear KPIs and operating principles to improve future performance.

Over 8 weeks we:

1. Conducted customer research, through focus groups, mystery shopping, reviewing existing research and gaining input from internal data and from staff.

2. Using outside-in, customer centric approaches we designed how the future customer experience should be.

3. We ran 2 large scale workshops to bring a wide range of stakeholders an board and begin the culture change.

4. We defined the target KPIs and customer principles, and the roadmap of activities to get there.

Our client was highly satisfied with the outcomes of the project, which has set this company on a new path. A new Customer Experience program has been set up to deliver to the roadmap, and a range of initiatives from service projects to culture workshops have already completed and delivered real benefits.