People First: Delivering a customer-focused vision
Project Scope: Leadershift | Change Management | Culture
THE PERFORMANCE CHALLENGE
Vodacom Commercial Operations had a three-year transformation strategy, with sights set on an inspirational vision: “To become the world’s best telco for delivering unmatched customer experiences through passionate and engaged people.” Gary Hagel, COPs’ COO at the time, knew that if COPs’ 4000+ employees were engaged, connected and energised, customer experience would take care of itself. He knew, rightly, to invest in his greatest asset — people.
To touch hearts, activate minds and action knockout change he called TPA (hot off the Vodacom Customer Care journey).
THE SOLVE
People First. A near three-year acrobatic change journey all about people and all about engagement. People First’s strong focus was on authentic storytelling, inclusive activations and long-lasting behavioural change, obsessed with delivering better for COPs’ people and customers. Championing Vodacom as a Leadership Brand, People First boldly redefined leadership as behaviour, not title. The journey fostered connection by demanding commitment, from executive to frontline. A winning Vodacom Way was pioneered, in which words were to be put into action and attitude into practice.
“We set a goal to become the benchmark in telco customer experience worldwide, through passionate, engaged people. We partnered with South Africa’s top performance agency to operationalise the People First strategy and realise the dream. I could not have made a better choice!”
- Gary Hagel
THE RESULTS
Knockout! Vodacom’s recent Customer Care experience had seen a 23% rise in eNPS. The efforts of People First saw a further 5% jump! Add to that a stellar 6% rise in already firm engagement levels, it was clear that People First had taken root. Vision was realised as Vodacom COPs became ever more inclusive, connected and obsessed with service. Ready to serve with a smile.
4000 | 5 | 6 | 94 | 86 |
Hearts touched, minds activated | Percentage rise in eNPS (on top of 23%!) | Percentage rise in engagement | Percentage of leaders thrilled with LeaderSHIFT | Percentage of people thrilled with People First |
"The TPA team introduced a fresh and innovative approach to engineering the performance of the future, through a concept called performance by design. The team thinks like world-class consultants, executes like the world's top agencies, and partners as though they are one of the team. I credit much of the success we have realised in achieving our vision to the team and the incredible work they done specifically in the culture, leadership, strategy, and change space."implementation it seems impossible to have done it any other way! Big thank you to The Performance Agency for their dedication and effort towards making this project a success for all OMNIA Fertilizer employees and the business."
