Delivering a customer led culture

the challenge

Delivering a customer experience focused culture to 4500 telephony staff (advisors, team leaders, operational & senior management) with 3 million regular customers - providing a sustainable long term resource to keep the message alive.

the results

• 12% increase in touch customer satisfaction
• 69% increase in bottom line of sales
• 28% increase in conversion
• 90% decrease in escalated calls
• 71% increase in employee satisfaction (highest ever)

implementation

• Focus on beliefs and values required to make customers feel good
• Telephony contact spanning 4500 staff, 3 million regular customers
• People across many levels - spanning advisor, team leaders (as coaches) operational and head managers

differentiator

• Coach the coach
• Senior manager participation and engagement
• Infrastructure alignment
• Knowledge transfer at the deepest level