Creating cultural change
Though Toyota is renowned as a market leader in vehicle production, the company recognised the dangers of relying on reputation alone in an ever-changing market, and expressed the need to build a strategy that would keep customers returning for life. The Toyota for Life initiative was then born, providing a framework for staff behaviours, practices and values and an organisation-wide cultural shift.
Looking to renew their customer service approach, Toyota Financial Services (TFS) sought out a learning program that would equip their employees to facilitate a meaningful customer experience at every touchpoint. The solution needed to quickly, effectively and consistently create cultural change within the organisation.