Reading Time: < 1 minute A global food delivery company aimed to create a disruptive, immersive, and enjoyable experience to deeply engage their team and drive cultural change.
A leading global online food delivery company had the objective of enhancing their customer engagement and operational efficiency. They aimed to humanise consumer data, ensuring that insights drawn from user behaviour are deeply personalised and relevant. This initiative was part of their broader strategy to launch a new customer experience program, designed to elevate the overall satisfaction and loyalty of their diverse group of clients. Additionally, they sought to enable seamless data access across their organisation, allowing for more informed decision-making and agile responses to market demands. By collaborating with us, they were confident in achieving these goals and driving a more meaningful connection with their customers.
Together with the client, we organised a two-week festival to engage internal stakeholders through creative and collaborative activities focused on customer insight and experience. This immersive event was designed to foster a deeper understanding of consumer needs and preferences, enhancing the effectiveness of the new customer experience program. All participants were recruited from their Insight Community, ensuring that those involved were already familiar with the company’s values and objectives. This collaborative approach not only facilitated the humanisation of consumer data but also empowered the team to leverage these insights more effectively, ultimately leading to a more cohesive and customer-centric organisation.
"A proper festival vibe across two weeks, focused on celebrating the customer - it was the perfect timing to help refocus on the importance of primary research and getting out to talk to customers", CEO
The Customer Festival was a pivotal event for this global online food delivery company, fostering a profound cultural shift within the organisation.
Engagement drives change – interactive and immersive events can enhance team engagement and drive cultural change.
Customer-centric focus – prioritising customer insights and experiences leads to tangible improvements in service and feedback.
Collaboration and access – enabling data access and fostering collaboration are crucial for ongoing success.
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