/ Customer Experience

Liberty Corporate becomes more Customer-Centric

  • There has been significant cultural change.
  • Everyone in the organisation is starting to live customer-centricity.
  • There is now a firm foundation in place for true customer-centricity.

Results

REAL TRANSFORMATION
The project provided Liberty Corporate with a firm foundation for the implementation of a customer centric approach in a very complex environment.

MEANINGFUL INSIGHTS
Insights into the complexities of implementing a more customer-centric approach caused Liberty Corporate to face the challenges head on across the organisation.

REAL TIME BUSINESS SUPPORT
Consulta’s hands-on project management successfully steered Liberty Corporate through the transition.

BETTER RESULTS FOR BETTER CUSTOMER SATISFACTION
There is little doubt that Liberty Corporate will increase its Customer Satisfaction Scores after implementing the Consulta Customer-Centricity Program.

Liberty Corporate is part of the Liberty brand providing an array of investment and financial protection product to the market. Liberty Corporate operates in a business-to-business environment where its primary client is the business that wishing to offer these financial products as part of employee benefits.

Although customer centricity was driven from a group perspective Liberty Corporate realised the complexity of the situation whereby the buyer and decision-maker are often two separate entities and internal advocacy plays a significantly stronger role than in a typical business-to-client relationship.

Liberty Corporate was also aware of a number of customer-centricity initiatives that were scattered all over the business without an integrated approach driven by an agreed-upon customer- centricity strategy.

A multi-phased approach was proposed for Liberty Corporate with a focus on four areas:

  1. The development of a Customer Experience Management Strategic Framework.
  2. Directional alignment among members of the executive committee.
  3. International customer centricity benchmarking.
  4. An Implementation Plan.

The four development focusses were implemented in sequence which provided Liberty Corporate with a solid framework to fully imbed customer-centricity in the business and use it as one of the development anchors to address the complex dynamic of the business-to-business relationship.

Liberty Corporate acknowledge the fact that it fell short not only in their understanding of customer centricity but also in its ability to deliver a differentiated experience. This realisation resulted in a comprehensive training program on the principles of Customer Experience Management through the Consulta Customer Experience Management program. Part of this qualifying criteria for the program is an assignment that the delegates have to complete. These assignments identifies a number of initiatives that will be driven in the organisation.

Benefits

RETAINED PERFORMANCE THROUGH TRANSITION

Liberty Corporate now has a solid framework to fully imbed customer-centricity in the business.

TRUSTWORTHY ACTIONABLE INSIGHTS

Actionable insights defined the program including the need for comprehensive training and organisational change.

FULL PROCESS PROJECT MANAGEMENT

Throughout the rollout process, Liberty Corporate enjoyed the support of a dedicated Consulta Project Team to manage the program and responses to challenges.

PRIORITISED IMMEDIATE RESPONSE

Although the project went through various phases Liberty Corporate started to see immediate results from the get-go.