Sidona were commissioned to help Stone’s embed a new customer-centric culture. By uniting their people, we created unique and profitable client experiences, all underpinned by engaging employee experiences. Here’s how we helped Stone's develop serious competitive advantage…
Customer Experience Masterclass
We hosted Client Experience Masterclasses for teams to explore client trends and values. They completed focussed learning modules, such as expectation management and self-awareness. They also considered practical application - creating unique experiences that clients would feel happy to recommend.
The initial sessions were followed by leadership workshops. Designed to increase accountability, leaders explored ways to motivate their teams – inspiring and influencing leading behaviour. Action plans were developed and a “Live” Learning Day compounded the learning.
Leaders also took part in group coaching and problem-solving sessions – an opportunity to share experience, collective wisdom, challenges and good practice, all in a supportive environment.
Teams were united in understanding the benefits of delivering better client experiences.
Positive attitude shifts were observed.
Procedures ensure consistency of client experience.
Customer experience language tools are used effectively in the delivery of positive emotional experiences.
Processes have been introduced to identify and manage client expectations.
“The masterclass was well delivered and gave real practical help in delivering a better client experience.”
“This was a really thought-provoking and informative masterclass. It has given me a lot of knowledge about what clients expect and many ideas we can work on.”