Results Story: NPS Blueprint and Pilot for Global Heavy Machinery Group
Customer: Global Heavy Machinery Group
Starting Point & Challenge
Client is a global leader in heavy machinery (equipment) and sought to enhance customer satisfaction and loyalty to maintain its premium market positioning and drive future growth.
Despite a strong internal perception of customer closeness, external research indicated a gap in customer-centricity compared to competitors based on recent market research.
Despite having extensive customer data sources and a dedicated Customer Intelligence team, translating insights into tangible improvement actions remained a struggle.
Organizational Alignment: Ensuring the new CX program could drive meaningful change across diverse business units and dealer networks globally.
Lean support in a structured, multi-phase approach to establish and pilot the CX initiatives, focusing on three key modules:
Closed-Loop Customer Feedback Implementation
Defined the right metrics and designed the NPS survey approach.
Identified critical customer touchpoints and established feedback collection processes at key trigger events.
Developed IT infrastructure to support feedback management and analytics.
Launched NPS pilots to gather insights and facilitate continuous improvement.
Customer Touchpoint Harmonization
Mapped key drivers of customer experience across pilot touchpoints.
Established a standardized customer journey implementation framework.
Engaged relevant stakeholders to implement identified improvements effectively.
Embedding Customer-Centricity in the Organization
Positioned NPS as a key performance metric across products, geographies, and functions.
Integrated NPS results into incentive and reward systems to drive employee engagement.
Developed processes to ensure feedback translated into product and service improvements.
Results Achieved
Top-Down NPS
Successfully launched NPS programs in five pilot countries, uncovering key insights.
Initiated further rollout across additional markets.
Bottom-Up NPS
Deployed in 30+ stores across three countries, trained 1,000+ employees across HQ and store networks.
Collected thousands of customer feedbacks in first three month after launch with NPS scores ranging from 30-50%.
Conducted hundreds of customer callbacks to close the feedback loop.
Identified key improvement areas, such as optimizing delivery interactions and refining service processes during peak hours.
Cultural Transformation
Mobilized 1,000+ employees, embedding customer-centric behaviors across the organization.
Established NPS as a leading KPI for customer loyalty, influencing strategic decision-making.
Developed rollout plans for further expansion, ensuring the sustainability of improvements.
Established employee NPS alongside customer NPS for employee feedbacks.