Creating a Customer-Focused Organization
The Challenge
A major defense contractor wanted to launch a national customer satisfaction program. Their goal was to engage all leaders and employees so that each person knew how he or she could enhance customer satisfaction—and was willing to take action.
Our role
Worked with the Senior VP of Marketing to:
- Define measurable outcomes and develop a top-level project plan.
- Write speeches and presentations to gain support from the executive team.
- Create communication process, channels and materials for both the cross-functional core team and five action teams to plan and execute deliverables, including metrics
- Develop leader training materials and communication materials to engage leaders and employees at all levels.
Results
- Business Area Leaders integrated customer feedback into their processes, proposals, and products, which led to increased opportunities to bid on and win contracts.
- Employees throughout the organization began to understand how they could increase customer satisfaction and play an active role in identifying and responding to customer needs.
- Over an 18-month period, customer satisfaction increased in every category surveyed.