Change Management
Managing change
The business strategy had been developed and delineated in a strategy consultancy report – a robust and radical change to existing operations. Our role was to help this national Insurance company to action the significant changes. We developed a coherent programme of change, utilising the power of change teams to ensure the new direction was supported and delivered by the people in the business. Result, significant improvement in customer/staff satisfaction and sales increased by 12%.
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Strategy & change
Focusing the business on its core strengths, developing its strategy to take advantage of opportunities in the marketplace and facilitating the changes for this mid sized life office resulted in an uplift in sales of 18%.
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Performance Improvement
Retail transformation
Focused the business on key customer segments, trialed new look/feel retail concept plus product plus service approach in six leading branches, rolled out the concept nationwide in this national Shoe chain. Result, 15% uplift in sales and profits.
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Turnaround
Developed market growth strategy, streamlined the operations to focus on profitable lines of furniture for best performing market segments, streamlined supply chain, eliminated non performing products/segments/services, implemented new systems and management processes for this national Furniture chain. Result, business turned round and trading profitably.
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Customer Focus
Creating a customer first focus
Designing the customer journey to maximize value creation, organizing the supporting business activities around the customer and facilitating the improvement agenda for this national cinema chain delivered a 40% improvement in customer satisfaction and 22% hike in profits.
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Focusing the sales/marketing on the key customers
Re-organising the sales and marketing around the key customer groups, linking operational support to customer lifetime worth and facilitating improvement change agenda for this national insurance company increased customer satisfaction & delivered savings of 25%.
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