Our journey started with a simple yet critical question from Nestlé Professional: “How can we enhance our customer experience and better serve our customers?”
To answer this question, we conducted an extensive customer satisfaction survey among Nestlé’s Professional customer base, like chefs and food & beverage managers. We gathered data using Whatsapp, as this proved to be the most effective method to reach out to their customers. We analyzed feedback and mapped out the organization’s strengths and challenges. As part of the customer experience initiative, Nestlé Professional ensured to personally follow-up to respondents by their account manager, when their feedback gave cause for them to be contacted. “Closing the loop” is crucial in leveraging the customer experience.
From Insight to Action: A Collective Effort
However, our work went beyond merely delivering online dashboards and reports. We wanted to make sure that Nestlé Professional truly understood the results and, most importantly, the teams were encouraged to take action based on these insights. To achieve this goal, we organized two online workshops where employees had the opportunity to delve into the research data and understand its significance. The highlight of our collaboration was the two intensive workshop days where multidisciplinary teams worked with the customer insights. Armed with design thinking methodologies and a clear focus on the customer, they created four concrete and achievable improvement ideas. These ideas were pitched to a panel of experts and the executive leadership, inspired by the concept of “Dragon’s Den.”