Our client had an ambitious change agenda aimed at transforming the culture of one of their key business areas with the view to become more customer-focused. This would require a shift from a transactional, product-led culture to one that focused on building long-term relationships with customers and encouraged collaboration between teams.
Customer-focus was already a key value within the business, however, different teams had different views of what being customer-focused and collaboration meant in practice. A clear and compelling vision for the future was required to steer staff in the right direction and create the energy required to motivate them into action. Communications were aligned to a core vision and consistently delivered to all stakeholders.
A clear and compelling vision for the future is required to steer staff in the right direction and create the energy required to motivate them into action.
Key deliverables included:
- A series of Cafe Conversations and leadership workshops to understand the culture shifts required
- An ‘as-is’ / ‘to-be’ blueprint for the culture shift (ie. what does collaboration look like in practice?)
- Engaging marketing materials on what the new culture looked like in practice
A blueprint for what customer-focus and collaboration looks like in practice helped develop a shared understanding across the business and created the energy needed to gain commitment. This was supported by a targeted communication plan aimed at building awareness and buy-in to the proposed changes.