Households and organisations from Groningen are automatically customers of Waterbedrijf Groningen. After all, where you live or where your business is located determines who supplies your tap water. Yet this organisation wants to conquer customers’ hearts and add value. Therefore, the water supplier enlisted our help. This led to a unique CX training including concrete action plans.
From customer friendly to customer centric
Suppose customers were allowed to choose their own water supplier, we prefer that they will choose us. We also believe it is important that consumers are involved in sustainability initiatives,” explains Eveline Corbeel. To realise this ambition, the Customer & Communications department manager approached us with the following questions.
- How do we ensure that the organisation – from marketing and customer service to mechanics – together with the people of Groningen take the lead in saving precious drinking water?
- How do we increase knowledge about Customer Experience in key positions?
- How do we get from heard to engaged?
- How can we embrace customer-centric thinking and action company-wide?
Beeckestijn’s solution
Program Manager Marc van den Boom identified the requirements of Waterbedrijf Groningen and translated them into a specific development path. For this matter, he called upon the expertise of CX teachers Sonja Stalfoort and Sabine Croes. The solution this team has presented contains 3 elements that flow perfectly into each other.
- Self-study (e-learning) to build the theoretical foundation
- Interactive workshops to translate the theory into daily practice
- The creation of action plans to immediately apply the acquired knowledge
Why this worked perfectly
The programme started with a kick-off so that all participants had the same picture of the goals, approach and intended outcome. This was followed by the workshops. All workshops focused on 1 CX-related topic relevant to Waterbedrijf Groningen.
The workshops revolved around translating the theory into daily practice. So suppose you are building a community. What is important then? What do you need? What do you need to take into account? These kinds of questions can only be answered if the basic knowledge is in order. Therefore, participants went through an e-learning prior to each workshop.
The advantage of the above set-up is that everyone in the workshops can contribute to discussions, cases and other interactive working methods. The subject matter comes to life and that makes learning fun.
Finally, the knowledge acquired was immediately applied. The participants worked out a CX action plan in groups. This practical assignment ran parallel to the workshops. The result was presented and provided with feedback in a concluding session. This way, Waterbedrijf Groningen was able to proceed with the implementation immediately after the programme’s conclusion.
Schematic representation of the program
Facts & figures
- Number of participants: 10
- Duration: 20 September ’23 – 31 January ’24
- Interim evaluations: after each workshop
- Rating: 8.1 for the workshops and 8.4 for the teachers
⭐
“Combining the training with daily work was tough for a while. However, when she does such CX training ‘Incompany’, it also gives a lot of energy because the are working together towards the same ambitions. And such a plan also creates healthy mutual competition. We are very satisfied with the training and enjoy putting the new knowledge into practice.”
Eveline Corbeel
Customer department manager ＆ Communications Waterbedrijf Groningen
Did this case inspire you?
Do you want happier and engaged customers? What we have achieved for Waterbedrijf Groningen, can also be facilitated for your organisation. Based on your specific CX ambitions, of course. By the way, you are also in the right place if you need training and education in:
- Digital & Marketing
- AI, Data & Tech
- Communication
- Leadership & Change
You are in good company
Over 100 organisations already benefit from our incompany training and customised programs. Overall, they give us a strong 8.
Need advice on incompany or custom programs?
More than 100 organizations have successfully developed further with our in-company and customized programs. We also have a solution for your specific challenge. Do you want to brainstorm with us first, no strings attached? Please feel free to contact Bionda and Marc.
