HITT Case Study: Driving CX into a construction powerhouse on the move
HITT Contracting is one of the largest construction/contracting firms in the US. In 2019 they set aggressive goals to genuinely embrace client experience (CX). In 2020, they selected CX Pilots to help them advance their CX management program to the next level.
Approach
We began HITT’s CX management program by first evaluating where their CX program was at present vs. where they wanted to take it in the future. From there we broke the program approach down into four phases;
Audit existing client and partner feedback processes to determine best go forward approach to close more feedback loops and generate insights that could drive measurable business improvements.
Perform an audit and analysis on their internal corporate training program and make recommendations to inject more client experience based programming into their corporate learning.
Revise the firms approach to Purpose and Brand Promise in alignment with their renewed commitment to the client experience.
Our Solution
Audit NPS and Client Feedback System
Evaluate and map current approach to client and partner feedback collection
Redefine strategic approach to gathering all stakeholder feedback
Redefine survey questions
Establish means to fully utilize client feedback platform technology
Make recommendations on internal/external content and communications from client journey maps
Make recommendations on ways to measure experience from client journey maps
Corporate Training Strategy
Audit current firm training program
Develop recommendations for modernizing training to be more experience-based
Re-envision course curriculum into key cores
Re-envision course training delivery modes for greater adoption of training
Establish new experience-based training course material
Purpose and Brand Promise
Thorough analysis of all internal communications, research, archives
Formulation of internal Purpose statement to drive deeper, purpose-led mission for internal stakeholders (go beyond the financial and appeal to employees deeper core ambitions to drive engagement)
Formulation of the firm’s Brand Promise in alignment with all existing brand architecture standards to drive external commitment to experience-led interactions
Support internal brand/communications team in driving these new brand elements into the firm culture
The Result
Increased firm-wide visibility into their top three client segments through outcome oriented journey mapping
Increased knowledge of client sentiments and expectations through comprehensive client personas
Knowledge of how to expand their client and partner personas and journey maps, internally
A full understanding of how to upgrade their current client/partner voice of client (client feedback system)
A full understanding of how to upgrade their corporate training program
Aligned Purpose and Brand Promise to corporate brand architecture
Deeper leadership and team member engagement in CX