Land Rover UK asked us to work with them to define the working culture required to deliver an outstanding experience to their customers.
We carried out an extensive programme of customer research, which distilled the key factors that characterise an outstanding customer experience for Land Rover Customers. The research identified a number of key themes which formed the basis for the ‘Customer First’ Programme.
We subsequently worked with the top team to develop the Customer First Behaviours and agree a series of work streams aimed at embedding them into day to day working.
(JLR UK MD)