First step in transformation: giving direction through client compass
How do we grow from a product-oriented organization to a customer-oriented organization?
Solution
This transformation has several steps. First, we started a conversation with clients and employees. This conversation helped determine Swiss Sense's direction and ambition. We translated these expectations into the customer compass. Based on this compass, the plans for the future were designed in order to secure client orientation in the organization. We then set to work to reflect the Swiss Sense feeling in the customer experience during the customer journey.
"With these first steps towards a customer-oriented organization, we have loosened up everyone in the organization and accelerated customer-oriented work. In this, Kyden was our guide and trusted CX expert with input from proven approaches and methodologies."
Joey Janssen - CTO & Director CX
About Swiss Sense
Swiss Sense is a Dutch family business and manufacturer of box springs, mattresses and cribs, among other products.
Start your success story
Have you been inspired by the Swiss Sense story? And do you also want to grow your business? Please contact Nikkie de Bruijn.
The results
Joint, shared picture of what customers expect from Swiss Sense
Articulated ambition about the feeling Swiss Sense wants to give to its customers
Customer compass describing the desired experience
Qualitative validation of the customer compass with 30 customers and 35 employees
Themes for this transformation
A customer-centric organization
Realizing a distinctive customer journey
Customer focus in employee DNA
