Talent Management Consulting Case Studies

Building a Strengths-based Culture of Customer Service

The leadership team of a 1200-employee business unit wanted to strengthen their ability to work as a team while they led an initiative to create a culture of customer service across the organisation.

Through the design of a tailored leadership inquiry using surveys and focus groups, and introduction of a strengths-based mindset through the Strengthscope suite, the leaders gained insights to guide them while they developed a more AGILE approach to service improvement. Nine months after the engagement concluded, the leadership team were continuing to use a strengths-based approach and had exceeded several KPIs on customer service. A strengths-based approach can be effective in a number of challenges, including culture change, multiple team alignment and integration, and increasing employee motivation and company results.

“It’s been a great opportunity to engage with each other. [We now regularly] consider the individual strengths of those further down the organisation. We have managers leading on projects that aren’t necessarily aligned to their functions, but play to their strengths and their interests. This has built cross-organisation collaboration and enabled them to take a more strategic view of the overall service [we provide customers].”