dan murphy’s: from launch and leave to leader-led cultural change
what was the organisation’s challenge?
Dan Murphy’s, a leading Australian liquor supermarket chain, wanted to find a way to sustainably improve their in-store customer experience at scale in a retail environment. We worked with the organisation to design and develop a leader-led cultural change across their 250 stores nationwide.
how did we solve it?
We conducted empathy interviews with Dan Murphy’s managers and team members to understand what they thought, felt and did when it came to customer experience. These interviews allowed us to determine the core barriers to the organisation’s performance. From there, we designed an experiential, peer-to-peer and hands-on approach to teaching the core concepts. We also addressed necessary mindset shifts by building on the existing knowledge and relationships within teams. Rather than using a specialist team from outside the organisation to teach the training, we engaged and prepared store managers to deliver it.
what were the results?
After the program rollout, there was a measurable increase in customer satisfaction survey results. Our efforts also contributed to the ongoing cultural change around the importance of being customer-focused and delivering a high-quality customer experience.
