Transforming customer experience through a culture change in a leading transportation company

Background

A market-leading transportation company had a strong focus on operational efficiency. However, they faced a decline in customer count and numerous complaints about driver attitudes. To increase revenue, the company needed to develop a customer-centric culture within their driver community, which required a significant cultural shift. They chose Davies as their preferred supplier to help them address these challenges.

How we helped

Davies analysed the transportation company’s culture and operations, determining that the culture change needed support from the top down. The initiative targeted directors and senior management, middle management, and customer champions within the driver community.

For directors and senior management, Davies focused on developing skills to lead people during the change and implementing processes to support the cultural shift. Middle management participated in coaching and action learning sessions to enable them to deliver the change on a day-to-day basis. Lastly, customer champions were involved in ideation sessions to harness their enthusiasm and create new ways of working with customers.

Results

Davies designed and delivered a results-focused culture change program that won the hearts and minds of the people involved at the transportation company. After undertaking the program and coaching, the company experienced a 29-point increase in their NPS within six months. Additionally, 98% of attendees across all levels of seniority recommended Davies’ learning solutions to their peers. This transformation improved the company’s customer experience, ultimately leading to increased revenue and customer satisfaction.