Leading Transformation & Change
Working with leaders to shape, design and deliver programmes that transform business models and ways of working, whilst taking people with you
A step-change in customer experience to restore and reflect the unique and premium nature of the David Lloyd brand. Extensive diagnostic phase by working in clubs and shadowing team members/customers to truly understand the current experience. Insights used to create a bespoke design and approach in support of a multi-million pound investment programme in infrastructure and facilities by the new owners.
Defined the new customer experience benchmark and the required shift in service levels. Improvements driven by shifting club culture and the mindset of club management and team members to see the club and critical touchpoints through the eyes of customers. A switch in perspective from ‘inside-out’ to ‘outside-in’. Positive impact seen across a wide range of key measures including customer satisfaction, customer retention rates and, most crucially, customer recommendation (NPS), as well as internal measures such as employee engagement.
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