Increased upselling and customer satisfaction
Assignment summary
From Lackluster Results to a Winning Strategy. A telecom company increased its upselling by over 300 percent while also reaching an all-time high in customer satisfaction.
Results
300% increase in additional sales
Industry
Telecom
Challenge
For some time, the client had been struggling with declining up-selling and low engagement within its service organisation. As competition intensified and customer needs changed, significant efforts had been made to drive growth through improved customer satisfaction.
However, despite a well-designed action plan and a comprehensive training program, the expected results failed to materialise. To give new momentum to the initiative, the client decided to turn to the Behaviour Design Group and implement Organisational Behaviour Management (OBM).
Strategy
The project began by defining specific, measurable goals and the desired outcome upon completion of the development initiative. The following three goals were established:
- Increased add-on sales outside of contracts
- Increased customer satisfaction
- Inhouse development in behaviour-based leadership
A project plan was developed for the change initiative based on the four steps of the SAFE model. The focus was on identifying and promoting desired behaviours related to customer interactions, leadership training, and internal collaboration.
Results
Just a few weeks into the change initiative, the results began to show. More structured and transparent communication with customers enabled sales representatives to offer value-added services. This not only contributed to higher customer satisfaction but also led to increased sales.
As a direct result, project managers experienced less friction in customer relationships and described customer meetings as both more rewarding and inspiring. Internally, collaboration between the sales and project management teams was strengthened, and the amount of positive feedback within the organisation increased significantly.
Tele2 has successfully adapted to increased competition and changing customer demands by enhancing its internal expertise in behaviour-based leadership. In collaboration with Behaviour Design Group, this has resulted in the following improvements:
- Over a 300% increase in additional sales compared to previous years
- A 196% increase in desired sales behaviours within the service organisation
- An all-time high in measured customer satisfaction
196%
Increase in sales behaviours
300%
Increased add-on sales
More customer cases
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