The Challenge:

A large logistics provider with over 9,000 employees across Europe was seeking a way to increase organic growth in a heavily commoditized industry. The company was ranked number three in customer satisfaction, trailing market leaders.

The Project:

• Strativity group designed a complete customer experience strategy development program including:
• Experience 360® - benchmarking the current experience
• Experience Inventory of multiple touch points
• Focus Groups – conducted sessions for employees and customers
• Innovative services ideas – generating ideas for new services based on customers unmet needs
• Organizational readiness – programs to support customer-centric organization design
• Executive Training – creating alignment and acceptance

Delivering the Results:

• Double digit satisfaction improvement
• Organic growth – 40% in two years
• Full organization alignment
• Introduction of new innovative services