Case studies

Engineering organisational behaviour change

Premium car producer

 

Challenge

Entering the most fast-moving industrial revolution in history, with ever-more discerning customers, this premium car producer needed all 40,000 employees to be passionate and engaged in the company’s vision. To attract, retain and motivate such a workforce, they wanted to create an experience that inspired their employees at all levels to put customers first, thinking and acting with shared purpose and principles.

 

Solution

Through the analysis of 250,000 customer insights, we helped our client discover that the greatest experiences were overwhelmingly dependent upon five key Customer First Principles. These would inspire both their customers’ expectations and the behaviours the company would have to demonstrate in order to meet them. To ensure consistent delivery of these experiences, the principles would haveto become the foundation stone of their culture.

Through working sessions, training and development, internal communications and changes to key business processes and systems, local functions and teams were empowered to find ways to integrate the Customer First Principles and make them relevant at a local level, helping to embed them within key corporate, functional and employee systems and processes such as the way they recruit. .

 

Results

The Customer First Principles approach helped our client build a culture that is consistently personalised, dependable, easy to do business with, transparent and makes people feel valued. It helped transform the way they deliver their programmes and projects, how they recognise and reward success, how they challenge and give feedback. As a result the organization is seeing far higher engagement levels and increased motivation as they build a stronger culture together. In turn, their capacity to deliver on time, on budget and with the quality that their customers deserve is being improved.

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