Esprinet – Customer Centricity Program
Pathway that addresses the challenges of managing the “internal client” (colleagues) and external clients (suppliers, end users).
Esprinet, a leading company in tech distribution in Italy and the Iberian Peninsula (approximately 1700 employees), invests in the centrality of the client. Since 2020, Esprinet has been working with Newton to develop a unique programme, the first of its kind in Italy: innovative, articulate, multi-year.
- Improve online and offline client management
- Increase trust toward the “internal client” (colleagues)
- Improve relationships with suppliers
- Manage the company’s growth and expansion, including abroad, by creating an environment based on meaningful collaboration between people and teams
- Fighting back against a “silo” mentality
The project begins with an analysis of the environment, interviews and surveys examining the corporate culture, developing focus groups with corporate ambassadors, and a video documentary for internal distribution with a creative and educational style intended to raise awareness of customer centricity and increased engagement.
The second part of the pathway involved the use of Newton’s app to build up customer centricity capacity through interactive videos: Esprinet’s challenge of customer centricity, employing professional actors and employees, became a full-on, real TV series.
The project continued with the creation of working groups, including one dedicated to “positive speech” which led to the creation of an internal company radio station, Good Words Radio, presented by speakers from Newton with guests from inside and outside the company.