Customer Focus

Problem

Customers of a global Fortune 500 company that produces complex equipment and tools for scientific research perceived the company as indifferent to their needs.

Action

  • Wordwright designed a monthly lunchtime Customer Forum in which visiting customers share their research directly with employees and talk specifically about how the company’s products make that research possible.
  • Event publicity includes listing the specific products used by a customer to attract employees in those groups.

Results

  • Employee feedback indicates significant excitement about learning real-world applications for the company’s technology.
  • Customer awareness is increasing, and customers report positive impressions of employee interest and meeting format.
  • Employees report increased pride in their work after seeing examples of the company’s contributions to improving the human condition.
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