Initial Situation:
- Support of selected dealerships aof a car manufacturer to improve cusomer engaement, loyalty and reference by a Customer Experience Management program
- In line with an international initiative dealers shall be supported to create an agole corporate culture and to achieve above average financial successes through unique USP`s
What was done:
- Preparation of management and team for a team member engagement survey.
- Agreeing company specific goals
- Executing of specific and suitable initiatives, such as short training sessions, leadership and team trainings, follow-on coaching sessions.
Time required: One day meetings, including short trainings and coaching sessions, monthly for approx. 6 months
Methodes used:
- Team mamber survey
- Leadership and team trainings, such as Positive Leadership, Communication, Team Building, Team Interfaces, Giving Feedback, Resolving Conflict
- Large and small group moderation
- Coaching of leadership and teams
Lessions learnt:
- The combination of short trainings followed up by coaching sessions proved to be very effective to tarnsfer the knowhow of the trainings into daily practice.
- Key for success is highest leadership support and active involvement.
Results: Imprived leadership skills, attitudes and behaviors, resulting into measurable improved team engagement (acc. to team survey), to imprvoved consumer survey results, to measurable improved consumer engagaement, ie. loyalty and reference
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