For a large Dutch lifestyle retailer, we were asked to improve the customer-experience in a meaningful way. The goal was to design a new customer journey that would allow the company to deliver value to customers consistently, in line with its purpose.
We started by researching touch-points and interviewing customers about the end-to-end experience. We soon realized that the company needed to place the customer experience central to the entire organization. To do so, we defined a simple statement of intent: a shared vision in line with the company’s brand value proposition.
Next, we advised the company on how to implement this customer focus in all layers of the organization. We helped the company to design a new trainings program aligning the employees' individual purpose, their role purpose and the company’s purpose. As a result, employees started to find meaning in their work and delivering a distinctive customer experience based on a deeply rooted collective sense of purpose.