Mobile phone operator

The Situation

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When the competition increases and services are ‘commoditizing’, how to increase differentiation by making ‘customer centric’ strategy really happen?

How to align 6,000 employees nation wide and across departments to take concerted actions to improve how the brand is delivered?

Our solution

"MANY SMALL WINS" INITIATIVE 

We designed an engagement program that supported teams across all
touch-points, nation wide, to develop their own ‘small win’ contributions to improve customer experience.

WINNING TEAM HABITS

A facilitation- and team tool-kit was developed to support local team leaders to involve their teams. They develop their own ‘winning team habits’ by translating the customer centric strategy into the team’s context.