Situation
LeasePlan México is growing aggressively as corporate customers are learning the economic values of leasing in a turbulent economy. The company wants to keep its service levels high while not adding staff too quickly. They need everyone to understand the impact their role has on customers, on fellow employees, and on the bottom line.
Approach
We delivered introductory customer experience presentations to 10 groups in four days. During that time, we led each group on a walking study tour to nearby stores where they took notes and pictures of key experience elements. Back at the office in workshops, we discussed what stood out and what each team could do to contribute to a better experience.
Results
Every front-line employee and manager shared a common experience around customer experience. Each learned, first hand, how it feels to be well served—as well as ignored. The teams were exposed to vocabulary, design techniques, and discussion tools to enable them to contribute ideas and fixes. The management team built on this introductory experience and now relies on its front-line staff to bring customer experience issues to light and to implement them.
