Client Case Studies

Outlined below are four brief case studies to illustrate the larger scale, culture change initiatives we have implemented.

Create Superior Customer Value
Reposition Level of Service
Compete on 'Value'
Create Greater Success for Customers

We have also designed and delivered numerous smaller scale sales, service and management development interventions for a wide variety of clients, across a variety of industries.

Please contact us for further information.

Create Superior Customer Value

Industry	Telecommunications
The Challenge	Having enjoyed a dominant market position, this leading Telco recognised the need to create more customer value as increased numbers of niche competitors arose. The ultimate aim was to incorporate ‘creating superior value' into the way they do business.
The Solution	Strategic consulting Keynote presentations to senior leaders Development of customised ‘customer value' workshops for managers, facilitated by Peak Performance Development of customised ‘customer value' workshops for all team members -facilitated by Peak Performance Development of customised sales and service workshops for niche operations including Call Centre, High end IT solutions, Networks etc. Train-the-Trainer program for in-house team to deliver workshops and sustain the learning
The Results	Initially starting in the Consumer business, this program was delivered by Peak Performance to thousands of people, in numerous business units, over several years. The brief was extended from creating customer value to creating stakeholder value. Results were carefully tracked and measured and improvements were seen in staff engagement, customer satisfaction, revenue and profit, as well as a number of other key indicators.

Reposition Level of Service

Industry	Airline
The Challenge	The airline was going through a major restructure in order to remain competitive. One of the challenges was to reposition its level of service as it moved from a full service model to ‘no frills'. They needed to gain buy-in from staff and determine how they could continue to create value for customers.
The Solution	Strategic consulting Keynote presentations to senior leaders Development of customised service workshops for managers, facilitated by Peak Performance Development of customised service workshops for all front line people including Cabin Crew, facilitated by Peak Performance Train-the-Trainer program for in-house team to deliver workshops
The Results	The workshops were conducted for all front line people in several countries. Staff engagement and customer response was extremely positive and objectives were achieved. The airline remains successful.

Compete on 'Value'

Industry	Financial Services
The Challenge	Despite performing well financially, customer satisfaction survey results place this first tier Bank near the bottom when compared with their competition. Initially the requirement was to gain buy-in to a series of new ‘customer service standards'. However, it was soon recognised that in order to significantly improve performance with Premium customers they needed to compete on value not price. Understanding that customer satisfaction and financial performance are linked, the challenge was to shift people's thinking and develop a whole new customer ethos that would help them gain a competitive advantage.
The Solution	Strategic consulting Keynote presentations to senior leaders Development of customised ‘customer value' workshops for managers, facilitated by Peak Performance Development of customised ‘customer value' workshops for all team members in Premium group, co-facilitated by Peak Performance and managers Train-the-Trainer program for in-house team to deliver workshops for Retail staff
The Results	The success with the Premium group was such that they decided to take the program across the Bank, utilising in-house facilitators. Over a period of about three years as the program rolled out across the various groups, the Bank became #1 in Customer Service as measured by industry surveys. Results were noted by head office and Peak Performance was asked to design and deliver sales training for around 3000 Business Bankers in Australia.

Create Greater Success for Customers

Industry	Financial Services
The Challenge	Although achieving outstanding customer service results, ‘selling' had become negatively perceived by staff, to the point that it was recognised as stifling the growth of the business. Ultimately it was also impacting on their goal of creating more success for their customers who were often unaware of how the organisation could help them.
The Solution	A customised series one day workshops for leaders which focused on leading the change in sales culture. Two-day workshops for team members which focused on changing attitudes towards selling, developing confidence in the value created by each individual and the organisation, reinforcing their unique way of doing business, introducing a new sales model and conducting relevant financial conversations with customers. A series of ‘workplace reinforcement' modules designed to be facilitated in-house by managers, over several months. Accreditation of an internal facilitator.
The Results	Conducted over two years, this program was originally delivered to around 3000 retail banking staff across Australia. When the organisation merged with another Bank, this program was also introduced to assist with culture development. Evaluations were outstanding and results indicated appropriate changes in attitude and behaviour, as well as improved sales performance as measured by revenue, share of wallet, and other lead indicators.