Driving a Customer Experience Vision

Opportunity

The CEO of the leading truck manufacturer in North America identified Customer Experience (CX) as both a leading priority and an opportunity to create competitive distance, increase sales, and grow market share. In January of 2018, a CX team leader was identified, the budget allocated and the journey began to transform the company culture beyond great engineering and manufacturing to also include processes and behaviors that would elevate customer experience throughout the entire customer journey.

Solution

The Pepper Foster team helped define a clear CX vision and the supporting strategy and formed the new CX organization. Initial activities critical to creating momentum across the organization were identified, planned and executed. A diverse group of stakeholders were engaged and brought together. Organizational design, as well as key operational cadences and financial and vendor management practices, were defined, developed, documented and implemented. An aggressive portfolio of CX projects and initiatives was identified and initiated.

Outcome

During the first year of operation, the new CX organization has established the foundation for success for years to come. It has implemented a formal and efficient operating model, delivered a new CX Brand Vision complete with multiple Voice of the Customer ethnography interviews and filmings, developed the CX web presence and product delivery communications, established CX Champions, and initiated CEO and CX Employee awards programs. Leveraging this foundation and momentum, the customer experience will be transformed across the organization leading to increased customer satisfaction and market share.