Mitre 10 wanted a comprehensive series of videos as part of its Learning and Development initiative to develop a customer centered approach to service. They wanted the team to view sales from the customers perspective and for it to be based on building relationships rather than processes.
4 x 10 minute videos taking employees on a journey through the history of the company, its brand in the minds of customers, the importance of a life long customer, and the need to understand sales from the customers perspective rather than their own. They were bold enough to allow us to show the problems so that solutions could be found. We showed unhappy customers and heard from them as to why. We captured moments unfolding before the cameras in store. And we saw real life exchanges that were indicative of the ‘relationship’ focus being sought. Results were profound: The HR team won the award for most innovative H.R. initiative and most importantly a year on year sales increased of 16%.
CUSTOMER EXPERIENCE, ENGAGEMENT, STRATEGY