Leading for Performance Programme
A 215% increase in customer NPS through leadership mindset and behaviour change.
215% increase
In customer NPS.
200% shift
From task focus to people focus, with a turnaround in staff retention.
95% increase
In sales through service.
100% recommendation
Peer-to-peer recommendation of the learning intervention.
A global outsourcing partner in customer solutions for well-known brands, operating in over 50 countries, serving 1,300+ brands with more than 100,000 workers of 140 nationalities.
Anecdotally and through metrics such as performance, NPS, attrition and engagement, our client recognised a requirement to raise the bar in how they led the organisation and managed their people.
A leadership experience combining thinking, mindset and behaviour shifts with role-specific skills. Working initially on a risk-reward basis, the results had to prove the value of the intervention and show measurable impact on NPS, sales and learner recommendation.
Working collaboratively with internal teams to integrate MiM learning with the skills required for the role.
Designing and facilitating off-site events so communication was consistent from the top.
A risk and reward agreement ensured what learners said and felt mattered.
A fast-paced, dynamic organisation where the volume and urgency of tasks drove leaders' behaviour, rather than leaders' behaviour driving the approach to the task. Changing this required a step-change in leadership thinking.
"Working with MiM is a real pleasure — they listen and understand you as a business and deliver at an exceptional level. They also challenge and provoke in a way that makes you smile. I would recommend using them in your business."
Operations Leader — Global Customer Solutions Provider
Behaviour, mindset and team dynamics — the human mechanics behind sustained performance.
ExploreJourney design and service culture — because CX is delivered by your people.
ExploreCommercial capability — the people side of pipeline, conversion and revenue growth.
ExploreReducing waste and downtime while lifting customer experience and profitability.
Energy / Offshore drillingPutting the customer at the heart of a business that had become complacent at No.1.
Energy / Offshore drillingA mindset and behaviour shift across 600 managers in six global regions.
The practitioners who ran this work are the same people at the end of your call.