Project Description

Engineering Great Customer and Employee Experiences That Propel Each Other

Challenge

An employee-owned engineering firm that was already high performing sought to achieve even better results through improved customer and employee experiences.

Actions

Creating clarity:

  • Through data and research reviews, stakeholder interviews and concept testing with a broad team, created a clear picture of the current client and employee experiences

Making smart decisions:

  • Mapped the ideal experience journey for both customers and employees
  • Identified tipping point moments in both experiences capable of driving already positive experience to new levels of impact
  • Focused on key moments where the customer and employee experiences greatly influenced one another AND where one solution improved outcomes for both
  • Vet the conclusions with customers and employees

Operationalizing the change:

  • Finalize priority projects and set clear implementation team accountabilities
  • Establish a detailed project brief and roadmap with success measures
  • Change readiness coaching and support for the top team and key implementation leaders

Outcomes

  • Customer and employee experiences that will accelerate the performance of the company and support their aggressive growth initiatives
  • Tools to continue to build internal understanding and application of ideal experiences in everyday practices
  • Validation of the direction directly with clients and employees
  • Experience measures integrated into culture, performance and marketing priorities
  • A strengthened internal project team that can replicate and expand this work to other areas of the organization