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- The road to becoming the most customer-friendly company
The road to becoming the most customer-friendly company
The Digital Learning Strategy team at Rituals set out to craft the ultimate customer experience. They devised three tactics, and their journey of transformation began.
3 tactics on the road to success
Tactic #1: Making Learning a Show
In their quest for excellence, the team realized that learning should be captivating. They aimed to make it like a Hollywood blockbuster. Their first tactic was to create their own videos. The goal was to produce custom content, tailored to the unique needs and aspirations of their audience. No more generic material. It was time for something extraordinary.
Tactic #2: Grow your Team, shrink your budget
Rituals, boasting an international service stature, maintains a sizable L&D team. However, the company has realized that centralizing all L&D activities within a single country isn't the wisest approach. Recognizing the significance of decentralization in the Learning and Development field, Rituals decided to take charge. They aligned their strategy with their grand vision. With the help of artificial intelligence and operational excellence, they managed to make their efforts cost-effective while expanding their reach.
Tactic #3: Integrate learning in the flow of work
For Rituals, learning was not just a side task but a central performance indicator. They integrated it seamlessly into the workflow, making it a part of everyday activities. Learning wasn't a destination; it was a journey. With this shift in perspective, they harnessed the power of continuous improvement, ensuring that learning never took a backseat.
Continuous improvement instead of a static goal
As the team started their journey, they understood that achieving the ultimate customer experience was not a destination but an ongoing pursuit. They were determined to make learning an unforgettable show, optimize their budget, and embed learning within the flow of work. With these tactics in play, they were well on their way to crafting an extraordinary experience for their customers.
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