The client needed to find out if the regional sales managers had sufficiently embraced the new customer-centric strategy. They needed to find a way to effectively measure the pro-customer mentality of those who would be training and developing employees in the regions.
Regional leaders went through The Game Changer simulation game. When evaluating the results, we looked at the data regarding customer orientation. The benchmark group score was below the population average (5.50) with a median of 4.86 (mean 4.40). The leaders were strongly performance oriented.
We got the organization's leadership to rethink how it promotes a pro-customer approach with regional leaders. As a result, NPS scores for vendors improved by 15 points in three months.
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