Creating a turnaround performance breakthrough

Mid-size global information services company 

Challenge:  How can a new CEO create a target customer experience and escape stalled performance?

Methodology:

Partnering with the company’s leader team, we:

• Created a straw model of the existing customer experience after conducting a rapid diagnostic of the company's current market position and operating model.
• Led executives to define a target experience for customers using leader knowledge, customer interactions, and business performance as inputs.
• Helped leaders diagnose the biggest gaps and opportunities between the existing and target views of the customer experience.
• Translated the most important gaps and opportunities into a roadmap of specific operating actions that could move the company closer to fulfilling the target experience and transform performance of the business.
• Provided coaching to executives as they began implementing change through roadmap initiatives and daily decision-making.

Benefits realized:

Within 12 months, improvements in the customer experience reversed the multi-year pattern of declining revenues, and boosted profit by 25%.  

Leaders used the target customer experience as context for daily decision-making and found new clarity about which actions could best drive performance. The leadership team has alignment and energy to lead the transformation, and a customer-centric culture has emerged.

Has your performance stalled?

Find out what part of your customer experience - if strengthened - could bring you fastest to the performance payoff your organization deserves.  Contact Aveus partner, Linda Ireland. You can reach her at ireland@aveus.com.