A case explained:
Proffesionals centralize client with shared value

Judith Gunneweg - Ssentia Development

Proffesionals centralize client with shared value

  • Sector: Retail

  • Period: 2014

  • Keywords: Cooperation between client-serving professionals

The definition of “cooperation” had lost its meaning in a company where client-serving professionals were competing for clients. An increase in complaints and low retention of clients was a result. Various team-building sessions did not result in any improvement. So first, a level playing field was created in order to practice with the method of dialogue. Then, all professionals involved were asked to focus on their definition of “shared value”. Last, through highly unconventional role-plays participants were able to start managing mutual expectations in a much more client focused manner.

  • Challenge for the future: mutual dependency between team benefits the client

Want to know more? Contact Ssentia Development.