Case Summary
Business Outcome
Increase in Revenue
Industry
Paint & Coatings
Platform Used
De-Sludge,
Customer Centricity
Tool Used
Process Redesign
Background
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.
