References

Customer Satisfaction | Customer Journey | Coaching "Customer Mindset"

PROJECT OUTLINE

  • Definition, creation, testing and deployment of a coaching offer for the 15% of dealerships that are the least efficient in terms of customer satisfaction.
  • Objective: to develop and deeply anchor the customer mindset among all members of a dealership, by fighting against limiting beliefs and assumptions.

PROJECT APPROACH

  • Definition of the key objectives and needs of the coaching offering.
  • Development of a methodology and work schedule, with a dedicated multi-departmental taskforce (Customer Experience Department, Retail Network, Academy, etc.).
  • Drafting of a call for tenders and selection of an external service provider for the production of the coaching master.
  • Organization of steering committees, work sessions and operational follow-up of the deliverables, within the deadlines.
  • Selection and follow-up of a pilot to test the produced solution (one concession in France / six months).
  • Support for the deployment of the offer to the country subsidiaries.
  • Communication around the issues, objectives, and results of the project.

RESULTS

  • Delivery of the coaching master in translation in time for the start of the coaching transfer.
  • Positive feedback from the coaching pilot.
  • Validation of the launch in ten countries in four regions in the first deployment phase.

Pagamon is a strategy and transformation consulting firm founded in 2013. We support major players in the industry, services and life sciences sectors in their search for balance. Helping them structure their strategic vision, transform their operational and/or digital model, and drive change. To support profitable, sustainable and responsible growth. As a committed player, Pagamon leads the Observatory of the Balanced Organization™, articulated around a "think tank" and an annual survey. In order to provide an innovative, sometimes offbeat, perspective on the strategic and operational implementation of transformations to support the growth of companies.