Client Success Story Global leader of the express logistics industry, India

Shaping a customer-centric culture

Our client, a global market leader in international express logistics services, is committed to deliver service that is in full alignment with the company’s brand. The ‘Shine’ initiative aimed to create an internal environment that empowers, inspires and enables all customer-facing staff to deliver exceptional customer service. TMI was asked to help shape a customer-centric culture in the organization, and achieve increased customer satisfaction along with enhanced employee engagement.

What was delivered:

  • Leadership workshops that helped establish vital implementation support at every level
  • A cross-functional project team of ‘change champions’ formed to drive the initiative
  • Based on TMI’s award-winning Putting People First™ concept, Shine workshops were held for 1300+ staff to address customer orientation and align internal behaviors to brand values
  • Branded Customer Service™ training workshops were arranged for customer-facing staff to align actual customer service experience to the brand promise
  • A large number of change initiatives were implemented to improve organizational practices
  • The whole initiative was supported by intensive internal communication and a recognition scheme

What has been achieved:

  • As a direct result of the initiative, employee engagement scores improved by over 5%
  • Our client won an award for being the ‘Most Customer Responsive Company in India’ the following year
  • ‘Shine’ also won an award as one of the best HR initiatives within the Corporation globally