In May 2015 I was asked to help an organisation create a more customer focused culture.
Together with the two Directors, of this already successful organisation, we designed a programme that took both staff and management on a journey to explore how they could become even better.
‘How can we go from being good, to working on that final 5% to become ‘the best’?’
A creative approach and staff engagement were key to this cultural change project. One of the key tools we used was ‘customer journey mapping’ also used by Disney to create magical experiences at their theme parks.
The result? The development of 8, easy to understand, customer service principles created by staff, shared with stakeholders and then formally adopted.
A group of staff also attended an art workshop, which I facilitated, to illustrate the principles. They now have their own visuals or ‘wall art’ hanging on the walls of their offices, seen by external and internal customers and a constant reminder of their customer culture.
It was a great moment to listen to the staff explain to their colleagues, at the launch, how and why they created the images. Everyone was amazed at the creative and metaphorical ways of thinking they shared.
We are now continuing to work together to embed these principles in to the culture of the organisation.