From storage to partnership: LBC builds lasting customer relationships

More than efficiency: LBC puts customer focus at the heart of its strategy

The market in which LBC operates was changing rapidly: increasing customer expectations, supply chain pressures and geopolitical uncertainty meant that operational efficiency alone was no longer enough. While safety and reliability were already at high levels, a structured approach to customer focus was lacking. The organization was working mostly reactively - picking up daily challenges quickly - and striving to make better use of customer insights by using them for structural service improvements.

Result

Kyden guided LBC in their customer-centric transformation. We formulated a clear customer and CX strategy and helped build a customer-centric culture. Employees were activated through workshops, an ambassador network and experience rooms, making customer-centric working and outside-in thinking tangible. Customer insights and feedback were systematically linked to NPS measurements and used as input for structured improvement plans. In this way, customer focus was embedded in strategy, culture and governance alike.

Impact

Thanks to the new approach, NPS increased significantly in the first three years of the program. At the same time, employee pride and commitment grew, and customers recognized LBC more emphatically for excellent service. In a challenging market, LBC thus managed to be one of the few operators to increase both market share and EBITDA. As a result, the organization is better positioned to achieve its strategic goal of sustainable connected partnerships.