Société générale
Objectif :
As part of launching a transformation plan to elevate the role of the customer within its distribution network, SOCIETE GENERALE (SGRF) aimed to implement a comprehensive, multi-step approach: diagnosis, awareness, and training to profoundly impact the mindset of all employees within the network.
Mission :
With the diagnosis completed, the challenge was to present it across the entire network, using this moment to make a lasting impact on employees’ mindsets. The goal was to create a powerful moment in the approach to explain, with academic references, that each employee’s level of customer orientation (both front and back office) affects the entire customer value chain within the network. The chosen idea was to accompany the diagnostic presentation with an impactful conference to firmly establish this value chain.
Résultats :
A beneficial approach that resulted in profound satisfaction, not only regarding the quality of service but also in the mindset of the audience. Here, it’s more about raising awareness than training.
Témoignage
We had the privilege of welcoming speakers from COS SYSTEM, experts in customer culture, who shared their insights in a way that was both enlightening and bold. A widely shared belief in the room: customer experience, as a result of the level of customer culture, is a key—indeed, vital—element for success in the banking profession, serving our clients.