Task:

1.4 times in a lifetime the European customer buys windows. Internorm and The Rowland Company took up the challenge of creating a marketing strategy in which enthusiastic customer feedback was an objective and utilized as a referral base.

Action:

The solution was the Customer Excellence Program. Quality standards were defined for the sales and after-sales process. Selected Internorm retailers operating under the First Window Partner brand have been involved in continuous development and customer monitoring.

Result

The active recommendation rate in private customer business is over 40%, the rate of customer enthusiasm far exceeds 90%. The First Window Partner concept is one of the cornerstones of Internorm's business model today.

Task:

The MAN sales company uses its sentiment barometer as an active instrument for organizational and personnel development. Low willingness to participate and only average acceptance were the initial challenges for the consultant.

Action:

A dual concept brought success. Carefully moderated workshops, in combination with ensuring that measures were actually planned and implemented correctly, were the key to success.

Result

Within one year, 90% of all employees of the company are participating. The management tool is linked with benchmarks, best practice and CIP components. Unconventional communication concepts (e.g. film production) enhance the effect.

Task:

An essential necessity for the company to reaching a higher profit, was a cultural change towards an agile mindset and a goal and team-oriented leadership style with room for initiatives coming from the employee base.

Action:

In depth interviews with managers. Development of the Re:Th!nker Program and Principles of Leadership for all of managers. Workshops throughout the entire organization as implementation of a new way of thinking and working.

Result

Internal program for employee and leadership development was implemented. Increase in independent thinking and acting at various levels.