COS

NEWS

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, forcing 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, without having to go through 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 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, which showed a real improvement in customer orientation for over 90% of our colleagues.

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

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