Our mission with this client was to realign the relational stance of the customer service advisors towards new customer orientations. The new relational charter was co-designed with all the stakeholders and led to strong support from the employees of the pilot site, with noticeable improvements in customer and employee satisfaction indicators.
To assist this company in developing an effective relationship program, our consultants proposed a customer-oriented approach, which allowed the company to move from a purely "interested" program to one that was also "interesting" to the customer.
Alongside this global insurance player, the consultants redesigned the various customer journeys. The company created a customer experience department and mobilized its distribution partners to ensure a high level of customer experience ambition. The customer-centric methodological approach and the collective mobilization were key success factors.
Driving customer experience ambitions and strategic directions in the car industry. Results: shared ambitions, target customer journeys, and improved fluidity. Key to success: customer-centric approach, involvement of top management and countries, and collaboration.