Company culture shift

Large private construction company entered a massive business change in 2014. As part of this change, it conducted a large research study which indicated a brand value and culture change was needed to better meet its client needs.

Think has been involved since 2014 in a comprehensive approach, which includes senior, middle management and site staff across all regions.

1.      Client feedback - Gather customer feedback focusing on areas of improvement, customer service and delivery

2.      Implementation - Train, support and coach based on individual struggles to manage change. Insight is used by HR during recruitment and induction training.

3.      Measure improvements - Data is part of employee evaluation. Clients are re-contacted to provide feedback after improvements.

‘Client centricity’ is one of the main initiatives for this company providing a foundation for strategies.  Repeat business, loyalty and word of mouth are extremely valuable eliminating the long and expensive processes of tenders and RFP’s. Client satisfaction is paramount resulting in increased productivity, higher staff morale, fewer delays, and issues resolved.

Business benefit

1.      Significant cost reduction by negotiating projects with clients rather than entering tenders and RFP’s. Also on solving issues after they have happened.  

2.      Ability to make an informed decision about specific client expectations and requirements.

3.      Increasing level of knowledge at all levels about servicing their clients.