What was the client trying to achieve?
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 were deeply personalised and relevant. This initiative was part of their broader strategy to launch a new customer experience programme, to elevate satisfaction and loyalty.
Our approach
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 programme. All participants were recruited from their Insight Community, ensuring that those involved were already familiar with the company’s values and objectives.
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
Key activities
- Employee speed dating
- Customer focus groups
- Immersion rooms
- Member and employee pen portraits
- Customer journey mapping
- Fun challenges
The Customer Festival was a pivotal event for this global online food delivery company, fostering a profound cultural shift within the organisation.
Key results
- Strategic pivot to service announced after the event.
- Teams drove an uptick in NPS and service feedback.
