Przypadek Polkomtel

Details

Polkomtel

W roku 2008 firma przechodziła przez proces rebrandingu. Dla pełnej skuteczności należało się skoncentrować nie tylko na komunikacji marketingowej, lecz również na zbudowaniu wewnętrznej siły organizacji. W tym celu przeprowadzone zostało Badanie Spójności Organizacyjnej (OAS) a także opracowano założenia do Branded Trainingu, czyli szkoleń ściśle opartych o wewnętrzne Generatory Wartości.

  • Badanie Spójności Organizacyjnej (OAS – Organizational Aligment Survey) – pozwala na odkrycie luk w spójności kluczowych elementów funkcjonowania firmy takich jak: wizja, strategia, nastawienie na klienta, procesy, zachowania personelu, kultura, klimat, zasoby, mierniki itd.
  • Badanie Prężności Organizacyjnej (OA – Organizational Agility) – pomaga podnieść zdolność organizacji do zarządzania zmianą
  • Gotowość do realizacji strategii (EX – Execution Survey) – wzmacnia zdolność do realizacji własnej strategii
  • Badanie w oparciu o czynniki, wymiary i demografię zdefiniowaną wspólnie z klientem na podstawie aktualnych wyzwań, potrzeb i oczekiwań.

Przypadek CEEMA ECCO oraz ECCO Shoes Polska

Details

Przeprowadzone zostało badanie kultury, klimatu i zaangażowania w całości oparte o pytania ustalone wspólnie z klientem. Wyniki, wsparte warsztatami planistycznymi, pozwoliły na zaplanowanie działań kluczowych dla efektywności firmy na poziomie regionalnym i w Polsce.

Grupa Żywiec case

Grupa Żywiec chose an ambitious goal – to regain its market leader position. One way was to build the Leadership strength. The company wanted its leaders to be recognizable in the market due to their virtues and the way they support their Żywiec brand. As a result, the managers proudly took part in the entire educational procedure, the popularity of which exceeded the organizers’ expectations.

Pekao SA case

For strategic reasons, Bank Pekao SA planned to significantly increase its importance in the SME segment. Ambrosetti, an Italian consulting company that worked with Pekao SA for years, searched for a Polish partner which would assist Pekao in achieving this objective. Hence, EC was invited to conduct research aimed at indicating the key expectations of customers in the SME segment and to design Branded Training for the Sales Consultants and Managers. As a result, Bank Pekao SA has the largest increase in its market share and profitability just in the SME section.

RWE case

In view of the deregulation in the energy transportation market, RWE decided to find a way to stand out from its competitors by providing its customers with some additional value. The workshops led by EC enabled the key managers to identify the desired strategy and plan the specific actions. The company is currently on the best track to become a model provider of the desired customer experience.

THINKTANK case

Following Janusz Kamieński’s article, THINKTANK asked EC to prepare and conduct a series of one-day workshops aimed at educating the invited participants in the field of CEM. The workshops met with a very good reception.

A large hypermarket case

Prior to a big project aimed at developing a vision and strategy for the next 5 years, Executive Conversation organized a week’s trip to San Francisco and surrounding areas for a group of 35 top managers. The program included visits to the most famous companies of Silicon Valley and American hypermarkets.

Harvard Business Review case

Harvard Business Review organized a few hours’ workshop on CEM conducted by the undisputed guru of Customer Experience, Bernd Schmitt from the U.S. EC was invited to enrich the speech of the guest. After his performance, Janusz Kamieński delivered a 1.5 hour presentation of the Polish projects in the field of CEM. The participants had the opportunity to discover not only how it is done in the U.S., but also in Poland!