AÉSIO Mutuelle: implementing a customer culture approach with the 'Customer Fresk
Objectif :
AÉSIO Mutuelle’s primary objective is to strengthen its customer culture within the company and thereby demonstrate the impact of an improved customer experience on collective performance. By organizing a ‘Customer Mural’ workshop, the mutual seeks to raise awareness among its managers and directors about the importance of a customer-centered culture and to illustrate how each department can actively contribute.
Mission :
During a seminar bringing together AÉSIO Mutuelle’s directors, the teams led a ‘Customer Fresk’ workshop. This workshop enabled the 70 managers present to reconstruct the entire customer value chain. The goal of the exercise was to isolate cause-and-effect relationships among all customer-related concepts. Through this collaborative approach, the teams were able to quickly grasp the key issues while building a shared vision of the customer’s role within the organization.
Résultats :
The ‘Customer Fresk’ workshop allowed AÉSIO Mutuelle to enhance the awareness of its leadership teams regarding the importance of customer culture. Managers engaged in collaborative discussions on key concepts. Following this workshop, AÉSIO Mutuelle began spreading this approach to other departments and plans to expand it on a larger scale in the coming months.
Témoignage
The Customer Fresk opens up a space for exchange and inquiry, providing meaning and enabling teams to grasp key concepts quickly and concretely, particularly through card manipulation and active learning. In just 1.5 hours, teams integrate and collectively build their shared vision of their Customer Fresk.