Société génerale: Tackling irritants through customer culture
A major national bank undergoing a major transformation wants to assess the level of Customer Culture in its organisation, position itself in a sector benchmark and identify the cultural obstacles preventing it from progressing.
Objectif :
- Evaluate the company’s level of customer orientation through the organization score and its 3 pillars (Strategic impetus / Customer connection / Autonomy and empowerment) and 80 indicators
- Position against industry benchmarks
- Identify cultural transformation projects
- Present the results to each department.
Mission :
- COS COMPANY diagnosis carried out among all the group’s retail employees.
- On-line questionnaire to measure the company’s level of customer orientation as seen through the eyes of employees, and the level of thoughtful customer concern of employees.
Résultats :
- Complete COS COMPANY diagnostic report submitted to the Executive Committee
- Detailed analysis by internal granularity
- Recommendations for Group projects
Témoignage
Very enriching exchanges last night following your presentation, which also continued over dinner.
We can feel that Mindsets are changing (for the time being, at least in their intentions), including TOP management. It’s quite surprising to see this turnaround, given that just a few weeks ago, people weren’t talking like that.
To be continued…