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Case Summary

Business Outcome
Increase in Revenue

Paint & Coatings

Platform Used
Customer Centricity

Tool Used
Process Redesign

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 Global leader in the consumer paints and coatings industry with 33,000+ employees was looking to drive cohesive customer centric
cross functional teams.

The Behaviour Insights

Lack of alignment between customer facing and support teams to a common customer context.

Organization wide ineffective communication of customer goals.

Insufficient data from a functional and experiential context and insufficient forums for customer information dissemination and exchange.

What We Did

Customer Centricity Assessment.

Facilitation of live business projects via action workshops based on the customer centric
culture framework.

Nudges enabling shift to customer centric behaviours, decisions and actions.

Coaching to embed customer centricity, with focus on customer value aligned business success.

The Outcome

First time right product launch.

Improved receivables within 4 months.

Product revenue increased 2X.

Complaint redressal time down by half.

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