Customer Experience Programme
Putting the customer at the heart of a business that had become complacent at No.1.
$5M saved
In one single negotiation.
Reduction in complaints
Customers acknowledged the positive shift in relationship management and service levels.
Secured order
They secured the largest outsourcing deal in their industry's history.
Customer experience
CX sat at the heart of all business decisions, owned personally by every employee.
A leading international provider of offshore contract drilling services, operating 71 mobile offshore drilling units including the world's largest fleet of high-specification rigs.
The company had grown fast through acquisition and was now the largest in its field. With that came arrogance and an attitude of 'working to the letter of the contract'. Customer relationships were suffering, along with the results.
The SVP of marketing identified that culture had to change across the organisation to put customers at the heart of the business — a shift in attitude from a workforce that had become complacent in its market position.
Make the organisation consciously aware of how it treated customers, and choose to change it.
Put the customer at the heart of the business and genuinely listen.
Include customers in the process to show they are not taken for granted.
With many global acquisitions and a multitude of cultures, the attitude of 'we are No.1, you have no choice' had to flip to 'we are No.1 because we deliver a fantastic customer experience'.
"I am excited that I now not only have a better understanding of what it is I have to do to get great results from my team, but my team is also starting to understand what is expected of them, the support available to them, and the fact that they will learn how they can directly affect the team's overall performance."
Programme participant — Global Offshore Drilling Company
Reducing waste and downtime while lifting customer experience and profitability.
Energy / Offshore drillingA mindset and behaviour shift across 600 managers in six global regions.
Financial services£13.5M saved and productivity up 118% through a leadership mindset shift.
The practitioners who ran this work are the same people at the end of your call.