New customer experience strategy for Veho
Client:
Veho Oy Ab
With an ambitious new customer experience strategy in place, Flock was tasked with building and implementing a replicable coaching and implementation plan to execute the strategy, first at Veho's Olar location in Finland and then at other Veho stores. The objective was to achieve a clear level-up in the customer's entire customer journey, to introduce new practices in customer experience management and to inspire the staff to implement the strategy.
The work started with baseline data collection, observations and interviews. For the training sessions, a practical package of materials for implementation and management was developed. The end result was a jointly agreed implementation plan and monitoring tools.
Our partner Peace of Mind Services Oy was responsible for the training sessions.
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“Flock’s efficient team quickly got to grips with our operations and was able to build a great coaching package in line with our strategic objectives. The staff involved in the customer experience work have given nothing but good feedback and the initial results are very good. The co-operation with Flock has been straightforward and clear.”
Tuomas Manninen
Customer Experience Director