The global Volvo Customer Experience programme proved the power of involving and engaging the whole team.

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Starting with a redesigned customer journey and set of values reflecting the new Volvo way of working, initial workshops introduced General Managers and their leadership teams to the programme and outlined their roles in moving customer experiences to the next level.

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Next, workshops and a series of coaching interventions were delivered to the wider dealership teams. This led to positive and lasting changes that resulted in better customer satisfaction scores, more engaged teams and more profitable dealerships.