1. Identify the customer experience that Intek customers expect to receive in the form of clear and concise customer experience statement

2. Identify the top 10 service behaviours necessary for their people to deliver that customer experience and meet their customer’s emotional needs

3. To review their company processes and policies in line with the new customer experience strategy and statement to support the consistent delivery of the customer experience they were seeking
   to deliver

Having conducted staff and customer interviews, the analysis of the findings were fed into a creative strategy workshop which we designed and delivered to the leaders to help them develop their customer experience strategy. We identified the emotions that customers wanted to feel when making this type of purchase and developed a clear and concise customer experience statement that could be easily understood by all staff.

This became the organisation’s branded customer experience which was communicated to all staff in communication workshops to obtain their buy-in and commitment to delivering that experience. The new customer strategy drove organisational changes, a new recruitment policy, and many changes to their current practices to make it easier and more enjoyable for the customer to do business with them.

Staff now clearly understand the high standards of service that are expected from them and the emotions they need to satisfy in their customer transactions. Improvements in consistency of service delivery were achieved and rewarded across the different regions.

The new service strategy provided Intek with a clear valuable business tool to enable them to break the mould of their industry, establishing a competitive edge and rapidly expanding their markets and sales growth.

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