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Facilitating culture change through communication

The Challenge

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.

The Solution

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

The Outcome

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.