The company wanted to transform their approach to new vaccine sales by driving a culture of customer-centricity across the organisation. However, the sales team had little knowledge of how the theory and practice of behaviour change could support their interactions with customers.
To add to the challenge, the competitive landscape meant that reps would have to change a 10-year pattern of behaviour around prescribing paediatric vaccines.
To solve this problem, we conducted behaviour psychology workshops and intense sales team training courses. Here’s what we did:
The presentation aligned 90 leaders across the company. It helped them focus on customer-centricity and showed them how this can drive behaviour change for a vaccine launch in a highly competitive market.
The principles of the presentation were effectively embedded through the workshop and training.
Natasha Cowan, Elisa del Galdo | 13th April 2018
In this Q&A, BLH speaks to Director and Head of Customer Experience Elisa del Galdo to learn how she uses customer journeys to drive innovation and facilitate behaviour change.
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