Transforming a business after a critical restructuring
After surviving a downsizing, a $9 billion technology company was losing business to competitors with great customer service. Its own customer satisfaction was terrible, and morale among its 12,000 employees abysmal.
We listened to the CEO’s vision and collaborated with executives to develop an organizational structure, roles, and processes that transformed the business from internally focused/product-based to customer/market-oriented. Through leadership development programs, we built executives’ understanding of the competitive environment and how to translate the strategy into business results, and worked with them on solving management and cultural problems. We also identified, and created approaches to cultivating, vital employee behaviors.
Within one year of the initiative’s launch, employee engagement and company performance improved dramatically: It doubled its subscribers from 1.2 million to 2.4 million, quadrupled the markets it served, and won a J.D. Power customer satisfaction award. The business was fast, flexible, and better able to respond to competitive shifts.
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