Strengthening customer orientation among employees with Crédit Agricole Sud Méditerranée
Objective : Raising awareness of a genuine customer culture to boost the subsidiary's performance
- Developing customer culture as a sustainable strategic pillar: enhancing satisfaction, fostering loyalty and improving the subsidiary’s overall performance
- Deploy a strategy where performance is driven by customer culture
- Build natural customer-centric reflexes and behaviors by embedding customer orientation into daily habits
- Create a lasting collective momentum by first mobilizing top management, then rolling it out to all employees
Mission : A customer culture at the heart of every project
- COS Company diagnostic carried out with 100% of employees
- Deployment of practices and rituals across management teams and headquarters, supported by detailed action sheets and regular monitoring by the COPIL
- COS In Mind program for all managers of the regional branch
- Managers seminar with a conference and facilitation of the Customer Fresco
Results : Customer orientation embedded in both employees and the Executive Committee
- Complete diagnostic report identifying barriers and key initiatives to be undertaken, along with the collection of a usable data foundation
- New managerial rituals for both employees and managers, driven by a performance management approach
- Deployment of a customer loyalty and efficiency program supported by customer culture
- Anchoring convictions around customer culture, building and spreading a solid system of beliefs, values and benchmarks
- Field immersion by the CEO through the implementation of monthly site visits in customer-facing locations, followed by structured debriefs
- Coaching of the entire Executive Committee to sustainably align with and embody customer culture
Testimonal
“I wanted to share our experience following the deployment of your training program with all of our customer activity managers. The feedback is unanimous: the team is delighted with the quality of this support. What particularly struck us was your agility and your ability to concretely demonstrate what a true customer culture looks like. Our employees feel it immediately in your approach. Your responsiveness throughout the program perfectly illustrates the principles you convey. It is precisely this consistency between words and practice that makes the difference. As a leader, I had one major concern: to avoid passing trends and ensure we were investing in solid, lasting fundamentals. Your approach, firmly rooted in real-world experience rather than fleeting theoretical concepts, completely reassured me on this point. It is a partnership from which I have gained nothing but positives.“