Case Study #3
Customer focus
Problem
Customers of a global Fortune 500 company that produces complex equipment and tools for scientific research perceived the company as indifferent to their needs.
Action
- Wordwright designed a monthly lunchtime Customer Forum in which visiting customers share their research directly with employees and talk specifically about how the company's products make that research possible.
- Event publicity includes listing the specific products used by a customer to attract employees in those groups.
Results
- Employee feedback indicates significant excitement about learning real-world applications for the company's technology.
- Customer awareness is increasing, and customers report positive impressions of employee interest and meeting format.
- Employees report increased pride in their work after seeing examples of the company's contributions to improving the human condition.
