APICIL Group: Developing a genuine customer culture with teams
Objectif :
The aim is to Reconnect with customers
Mission :
- Measuring its level of customer orientation and identifying the cultural projects to be carried out
- Implement cross-functional action plans that also take into account the diversity of situations and internal cultures specific to each subsidiary
- Develop the customer orientation of employees, thus transforming the mindset to help teams think about customers automatically
- Extend the approach to all teams (FO, BO and SIEGE)
- Make this change in mindset the trigger for daily practices geared towards customer satisfaction and loyalty.
- COS COMPANY diagnostic survey of 2,000 employees, with specific analyses for all subsidiaries.
- CODIRS seminar to draw up action plans specific to each subsidiary/directorate.
Implementation of a Mindset Transformation Programme for 300 managers + facilitation by internal Ambassadors - Progressive roll-out of the Customer Fresco game for all employees (to date, 800 employees have already completed a Fresco workshop)
- Gradual roll-out of the COS IN MIND course to all employees (600 employees to date).
Résultats :
- Customer Culture Diagnostic with identification of priority projects
- Consolidated action plans (Group + subsidiaries)
- Changes in managerial practices have been observed.
- The company recognises that between the diagnosis and today, a profound transformation has taken place and that the energy is collective.
Témoignage
As part of an initiative involving all the Group’s managers, I undertook the COS IN MIND course as Deputy Managing Director.
The individual test at the start of the course enabled me first of all to validate or confirm what I knew about myself. In fact, my thoughtful customer orientation puts the customer first, I rationalise and my decisions prioritise the quest for customer satisfaction. However, I realised that my automatisms could sometimes be guided by other priorities and that this could have an impact on the beliefs conveyed in the company.
So I approached the COS IN MIND course with a great deal of enthusiasm in order to align my two systems of thought. This training is a daily coaching programme that you have to stick to if you want to be able to assess its effects. This requires a form of discipline. I’ve put this in my diary. There’s no point in trying to group several sessions together on the same day, because it’s the regularity of the exercise that enables you to make progress.
Finally, the final evaluation must be carried out under the same conditions as the first, i.e. without thinking too much about the answers you give, otherwise the results cannot be used to evaluate spontaneous customer orientation.
For me, the COS IN MIND approach has enabled me to make huge progress in my spontaneous orientation. I now know that my automatisms are more oriented towards the customer.