Problem

A multinational oil and gas company recognized the need to prioritize customer-centricity in their business strategy, especially for mid-level leaders. However, they lacked a structured training program for young and emerging leaders to develop the necessary skills.

As consultants working with the senior leadership team, we identified that this gap in training could lead to a lack of understanding of customer needs later at more senior leadership levels and ultimately result in decreased customer satisfaction and loyalty.

Solution

I have designed a comprehensive customer-centricity training program for young and emerging leaders at the company group. The program included interactive workshops, case studies, role-playing exercises, and assessments to ensure participants were equipped with the necessary skills to understand and meet customer needs.

We also provided ongoing support through coaching sessions to reinforce learning outcomes and ensure the successful implementation of new strategies.

Impact

Reported awareness and importance of importance of customer-centricity increased by 18%
Function seen as a business partner by customer-facing departments increased by 12%
Program rolled out to further talent groups

Global Customer Centricity Program at an Oil&Gas Company Group