The brief

A programme designed for a large corporate client and delivered to the account teams responsible for building long-term relationships with their own corporate customers.

Our client wanted to:

	Help their people to “feel” what its like to be a customer, so that they can empathise and really understand customer needs.
	Inspire and motivate their teams to create relationships that drive customer loyalty, through innovative thinking and the delivery of memorable customer experiences.
	Keep the teams focused on customer satisfaction and customer loyalty, even when the pressure is on to drive revenue.

The delivery

We combined three activities to create a high impact and innovative half-day workshop about seeing your business from your customers point of view.

1. The Holodeck (Cup of Tea) created an awful customer experience that enabled every participant to really feel how painful it can be to be a customer.
2. “It’s NOT magic” followed the Holodeck to show how other companies have created imaginative, low-cost, highly memorable service experiences for their customers (and how everybody in the business has a part to play in creating that “magic”).
3. Getting it right – a session where we challenged the participants to come up with positive stories about their own company, to show that they already have people and teams that are creating memorable customer experiences, and that it is possible to do it inside their own company. A really positive note to finish on.

The results

Over 1100 participants went through this programme, and it was rated positively by an amazing 97% of the audience! Feedback included:

A web site was created where all of the positive stories were displayed, and we created an innovative set of short videos to be used on the site to help reinforce the key messages over the next 6 months.

We were subsequently asked back to develop a follow-up workshop for this client.