Embracing a customer-centric approach to innovation.
Hager Group
Workshop design and facilitation
The Challenge
The Solution
Designing and facilitating a full-day workshop for 100x global leaders.
The day was composed to take Hager Group’s leaders through a well-structured and engaging journey, accompanied by tailored activities, artefacts and prompts.
The workshop focussed on defining 3 key ingredients required to establish authentic customer-centricity with Hager Group by creating customer relevance, managing innovation activities and deciding on necessary actions for delivery.
Building empathy
Hager Group’s leadership team delved into the needs, expectations and desires of their future customers based on external market trends and forces.
Across carefully constructed workshop teams, individuals defined a series of detailed profiles that depict how the organisation can best accompany the next-generation customer on their journey.
Making commitments
Embracing a customer-centric mindset from the very start of the day, leaders channelled their empathy to define commitments on how the organisation can shift from a product-based organisation to one that is centralised around the outcomes of the customer. 100 commitment statements were crafted, setting an inspirational target of how to better serve customers in the near and far future.
Taking action
Powered by enthusiasm, leaders defined what needs to be true within the organisation in order to deliver on the newly shaped customer commitments. The group identified immediate actions to take on board immediately as well as long-term systemic organisation wide shifts.
Highlights & Capabilities
Organisational and customer-based research
Leveraging wealth of existing internal knowledge and customer insight, we connected with relevant business unit leaders to develop an understanding of the role customer centricity can specifically play for an organisation such as Hager Group.
In conjunction, we connected with Hager Group’s core customer group, electrical installers, to gather first-hand experience on their core needs, requirements and expectations of the company.
Tailored workshop design and facilitator briefing
Based on the leadership group’s desired outcome to define a structured vision for customer centricity at Hager Group, we designed a full-day workshop experience, accompanied by tailored activities, artefacts and prompts. FLUID and Hager Group joined forces to co-facilitate on the day. A core component of our work included preparing and supporting a 10-person facilitation team to guide the leadership team through the day.
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