A provider of tv, internet and telecommunications services suffered from its bad service reputation. Cost increased, market shares decreased. Being different led to a turnaround of the reputation of the brand, and an improvement of the financial results. Some reactions from their customers: “I can’t believe it. I left because of the terrible service. Now I’m returning because of the great service.” And reactions from service employees: ”I never thought I’d ever live to see the day that I would jump out of bed, eager to get to work. Now, I’m happy to get back to work every day!”
A financial services company, hit by the declining confidence in the sector, combined with a strong internal focus, was faced with the fact that the old ways of thinking and doing were not offering the necessary solutions to break the downward spiral. The downward spiral was successfully transformed into a virtuous circle. “Overview and seeing links across silos have led to cross-border dialogue and joined forces. One goal, one team!”
An insurance company with the ambition to differentiate by being different, struggled to make this ambition concrete. Making ‘doing differently’ tangible helped people in the operation to take the step to being different. Being different led to real added value in the perception of its customers, and their preference and advocacy for the brand. “We finally made the step from will, can and allowed to, to actually (daring to do it.”
A provider of ‘software as a service’ aimed to build a trusted partner relationship with the people in its client organizations. The complexity of both their internal organization and the client organization played tricks on them. Seeing differently brought them insight into the consequences of this complexity as well as the opportunities. This insight helped them to think differently, making the step to doing differently a lot easier. Consistency and continuity in doing differently, led to relationships that really matter, to the (people within the) client organizations and their own people. “In spite of the fact that our clients have an abundance of choice, they now prefer to work with us. We earned the trust of the people working for our clients by being pro-active, adding an outside-in view that improves and enriches our client organizations and their people, together with them consistently translating insight into their operation in solutions that really matter to them.
Who ‘people’ say we are:
