PA
A story about “customer obsession”

A story about “customer obsession”

We worked with a leading animal healthcare provider, who wanted to add greater value to their customers by shifting from selling products to solutions. To do this, everyone not just the sales force needed to become ‘customer obsessed’. We supported the client to build a compelling and inspiring case for this “obsession”. Our workshops on storytelling and role modelling helped the executive team bring this narrative to life. A network of change champions from across the business then helped to deliver all the changes required across the product development, marketing, sales and service lifecycle.

Authors

Tara Jones is a director in PA Consulting’s London office, where Dennis Layton is a principal.

The authors would like to thank Andrea Alexander, Mauricio Arnau, Lori Dobeus, Kirill Dushkin, Lauren Miller, and Katie Smith for their contributions to this report.

Author 1

Jonathan
Berington

Job role
London

Author 1

tara
jones

Job role
London

our services

  • Building Capability

    Organisations don’t have the luxury of standing still. To grow successfully, they need to evolve and innovate constantly.

    READ MORE
  • Embracing Change

    Change is a dynamic force with many rational and irrational dimensions, and getting it right can be a significant challenge.

    READ MORE
  • Workforce Futures

    Understand and anticipate the changes that will impact your future resource requirements.

    READ MORE
Follow
Us
  • LinkedIn
  • Twitter
  • Youtube

Thank you for subscribing to Talent and Change