Learning Experiences

Stagecoach - Results focused culture change

After undertaking our programme and coaching, Stagecoach South saw their NPS increase by 29 points across a six month period

98% of attendees across all levels of seniority would recommend our learning solutions to their peers

Overview

What do you do when operational efficiencies are maximised, but your customer count is declining?

This is what Stagecoach South had been encountering when they selected Davies Learning Experiences as their preferred supplier.

The issue was that Stagecoach South had such a strong culture on efficient running, that the customer experience was not an equal consideration with numerous complaints around driver attitude being recorded. For Stagecoach South to increase revenue, it was not enough to just get people from A to B. They had to develop a much stronger, proactive customer experience mindset within their driver community, which meant the culture had to change.

The Approach

At Davies Learning Experiences we believe that spending the time upfront analysing the business; both “how they operate” and “how they think” is crucial to ensuring the right solution is developed.

By immersing ourselves into the Stagecoach South culture we learned that the “culture of punctuality” was not with the drivers alone, but also from the top down. One training interaction with the drivers would not make much difference if there was no ‘buy-in’ from the leadership and supporting staff. Culture change happens because everybody sees the benefit and knows what part to play in making it happen.

Our initiative targeted:

• Directors and Senior Management: We established a common language regarding the culture and how leaders could support their people to reinforce this new message going forward.

• Middle Management: Teams that interact with the drivers on a day-to-day basis needed to understand how they play a key part in enabling Drivers to recognise what is required of them and how to role model these desired behaviours.

• Customer Champions: We identified those members of the driver community who already instinctively understood the importance of a customer experience culture to harness their enthusiasm and natural skillset to provide peer-to-peer support.

The Delivery

We realise that culture change does not happen overnight, but by targeting those who are open to change (early adopters) and the “fence sitters” we can generate enough enthusiasm to build momentum which spreads throughout the organisation.

Our customised content was again tailored for the three target groups:

Directors and Senior Management: This focused on developing skills to lead people during the change and implementing processes that will support the culture shift such as recruiting talent with the right mindset and promoting positive customer feedback metrics.

Middle Management: Coaching & Action Learning sessions were built that would support them as they continue to deliver this change on a day-to-day basis.

Customer Champion: Ideation sessions were built that harness the power of peer support and use their enthusiasm to create new “ways of working” with customers going forward.

The Feedback

“We really valued that Davies Learning Experiences has taken the time to visit all our depots and talk to a range of different staff and has already made a commitment to improving our service culture visibly internally. We are delighted with the subsequent design and delivery of the sessions from Davies which is addressing critical areas for improvement and we are now seeing a really positive ramping up in CX focused skills and behaviours; which has translated into real positive movement in our NPS.”
Customer Service Director, Stagecoach

The Results

Here at Davies Learning Experiences, one of our many talents is designing and delivering results focused Culture Change programmes. We understand how changing a culture is not just about the processes you put in place, but also about winning the hearts and minds of the people involved. Our change experts were able to build modern, practical and sustainable programs that aligned to Stagecoach South’s desired goal of having a customer focused mindset.

Want to find out more?

Chat with Lee!

Lee Russell is the Head of Client Solutions and welcomes you to schedule in a meeting directly into his diary to discuss your learning requirements.

He will also be able to share examples of how we have supported our clients to reach their learning and development goals to help achieve incredible business metrics. Book your 121 meeting below.

The pressure of the decision maker
How do great leaders know how to make the right decisions? Ben Hurrell, Head of Learning Experiences returns with Deborah Challinor, Expert in Lead
Breaking down obstacles to achieve DEI success
In this episode Senior Learning Experiences Consultant, Tim Gonulalan takes over as host and is joined by Diversity, Equity & Inclusion (DEI) Consulta
Using learning technology and data to track ROI
Learning technology such as knowledge retention platforms are increasingly being used to track and achieve positive ROI on learning experiences. Pe
The role of innovation in delivering "profitable relevance"
Innovation is an often talked about is skills and behvaiour... but what sits behind the mystery? Why is it important? Whose responsibility is it...
" tabindex="0">
Resilience Vs. Perseverance - Developing people to overcome adversity
Is resilience enough, or do we need to focus more on perseverance? We can just take the pain of a problem and work through it, but what can we do to
Leading a team of individuals – How to get the best out of people from different worlds
The world is increasingly celebrating the individual, whether it is respecting where someone is from, their identity, their preferences or even their
How does mental wellbeing impact performance?
Keith Gait, Leader at the Customer Experience Foundation brings his wealth of CX, leadership and personal experience to lead a powerful discussion on
How to boost your CMeX scores and stay on top
Water organisations have been challenged to keep up with changes in customer behaviour and increased expectations. But what are the best ways to manag
How does the future of learning intersect with CX?
Learning has to adapt to meet the needs of an organisation’s people, but at the same time there is an essential requirement to include the customer
The hidden leadership pandemic!
What did we forget when we were surviving? Leadership! To transform organisations from a surviving state, into one which is thriving – requires a sh
The role of learning in the future of work: Why reskilling is such a hot topic
With today's advances in technology, you have to adapt, change and learn new skills. It isn’t uncommon to change role every few years, and people wh
Is learning & development a cost or an investment?
We need to talk more about how learning can help boost NPS and bottom-line results. Learn how to make your learning & development budget a real in
What can learning & development professionals learn from the world of customer experience?
The CX world is constantly evolving, and the pace of change quickening. What parallels can we draw to internal customers and the world of learning and
DISCOVER MORE