Feedback from MALAKOFF HUMANIS

We launched a program focused on developing and strengthening Customer Culture. Aware of the lack of impact of the various existing approaches, we were looking for teaching methods that went beyond “classic” training courses. We aimed to force changes in behavior. To achieve this, we integrated COS IN MIND (employee training via an e-learning platform) into the course. The idea was to reinforce customer orientation in our colleagues’ attitudes and behaviors through regular anchoring over a six-week period. This way, they could spontaneously adopt the right posture to bring satisfaction to our customers. There was no need for one-shot training courses such as “learning to say hello”. We had to give meaning to the action.

We quickly observed the initial results. Then, we extended the system to all our colleagues in contact with customers, as well as their local management. The results were confirmed by the final measurement. It showed a real improvement in customer orientation for over 90% of our colleagues.

Beyond the measurement, we were able to observe changes in behavior. There were introductions of new rituals and changes in existing practices. We also saw the foundations of a customer culture shared and understood by all. These changes have automatically had an impact on our customers’ satisfaction. We are delighted about this.

In the end, it’s a win-win situation. Colleagues committed to a shared customer culture serve our customers, who recognize this through their satisfaction.