Case Studies

Case 6: Creating a Customer-Focused Culture

Client Situation:

A well-known, well-regarded organization had an inconsistent understanding of its customers, and its departments did not partner well to meet customers' needs. Top management recognized the need to move customers into the forefront with a clearer understanding of who their customers are - both external and internal - and why they are important to long-term strategic objectives. They wanted to create a culture where employees at all levels of the organization have a clear vision of excellent customer service and demonstrate it every day.

Solution:

Cooke Consulting Group identified specific departments where the issues were most pronounced. We subsequently conducted focus groups and a series of offsite meetings to create a climate of positive regard, partnership, and understanding of their customers and how best to work with them.

Results:

The cross-section of attendees (from administrative support to senior management) came away feeling they had a better understanding of others' challenges and of tools that would help them approach customer situations more productively. They were willing to personally commit to interacting differently in the future. Senior management reports that those who attended are interacting with customers in a more collaborative, productive and respectful manner, and continue to refer to what they learned in our sessions. This is even more significant in that some members of management may not have truly believed these individuals had the potential to make this shift. Participants, even one year after the workshops, continue to recommend that other departments be provided with this same educational opportunity.

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