Case Study: Customer-Centric Culture

How Do You Jumpstart a Customer-Centric Culture?

THE CHALLENGE		QUICK INSIGHTS
Culture change is never simple. Turning the barge of a global enterprise toward a new strategic direction takes both clarity and persistence. Our client had just completed a two-year supply chain transformation and was ready for the next chapter: becoming a truly customer-centered enterprise. Leadership knew the goal — to shift focus from internal efficiency to customer value — but where to begin was less clear. They wanted a way to signal the new direction, create momentum, and unify a global leadership team around what customer centricity should look and feel like in practice.		1. Lasting culture change starts with a clear and shared vision of what success looks like from the customer’s perspective. 2.  Empathy grows when leaders listen — real stories build the understanding that drives cultural change. 3.  A shared understanding is the foundation for a shared commitment — and that’s where transformation begins.

THE AMBITION		THE ACTION		THE ACHIEVEMENT
To align 100+ global leaders around a common purpose: shifting focus from internal efficiency to delivering greater value for customers.		We designed and facilitated a two-day workshop experience. Leaders interviewed customers in advance, shared real stories, and worked together to build customer journeys that highlighted both strengths and gaps.		The experience aligned the global leadership team around a single, customer-centered narrative. Hearing the same stories created focus. Seeing the same priorities created action.

THE SOLUTION

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We designed a two-day interactive workshop to help leaders experience customer centricity firsthand.

In preparation, each of the 100+ global leaders interviewed a customer to understand their real experience with the company. During the workshop, those stories came to life. Leaders shared what they heard, created customer personas, mapped customer journeys, and identified both pain points and moments of success.

The format was immersive and practical — focused on insight, reflection, and co-creation. By the end, the leadership team had a shared view of what customers value most and a concrete set of priorities for improvement.

THE BENEFIT

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The workshop reconnected leaders with the people their work impacts most — their customers. Listening directly to customer stories helped break down silos and spark empathy across regions and functions.

The process made strengths visible, but also surfaced common experience gaps that had gone unnoticed. Leaders rediscovered the company’s core values through the eyes of their customers and left energized to take immediate action.

THE RESULT

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Each region walked away with clear priorities to improve the customer experience — and a unified sense of purpose. The shift in mindset was evident: conversations that once centered on internal metrics now centered on customer outcomes.

The event became more than a kickoff; it became a catalyst. It aligned a global team around a shared understanding of what it truly means to be customer centric — and laid the foundation for cultural transformation.

In the end, customer centricity didn’t start with a new strategy. It started with listening — one customer, one story, one leader at a time.