BUSINESS ISSUE

The retail chain of a prominent telecommunication firm in Canada faced critical challenges that undermined its growth and customer loyalty. Low Net Promoter Scores (NPS), a 50% churn rate, and transactional customer relationships indicated a broken customer experience model. There was no clear definition of the desired customer experience, and efforts were hindered by limited leadership buy-in, lack of accountability, and organizational misalignment.

With a new CEO introducing shifting priorities, the firm needed to urgently realign its culture and strategy to rebuild trust, improve retention, and deliver differentiated value in an increasingly experience-driven market.

SOLUTION

To address low NPS, high customer churn, and lack of leadership engagement, Wilson Learning partnered with the organization to design a scalable, sustainable development strategy focused on elevating customer experience and workforce performance.

The engagement began with a comprehensive Needs Analysis to assess the current state, identify root causes, and define skill and leadership gaps. This led to the creation of a Curriculum Blueprint outlining career-aligned learning paths, clear development milestones, and long-term sustainment strategies.

Key components of the solution included:

• Learning Journey: A structured learning journey—from onboarding to mastery—covering core sales methodology, field reinforcement, service excellence, and advanced skills development.
• Customized Coaching Program: Designed to build leadership accountability and support real-time performance improvement.
• Train-the-Trainer Implementation: Enabled internal scalability and long-term ownership.
• Content Optimization: Leveraged a blend of existing and custom-developed content for rapid, targeted deployment.

The approach aligned with broader organizational goals to invest in people, evolve the workforce, and retain top talent. A custom impact evaluation framework was built to measure behavior change, proficiency growth, and tangible business results, ensuring the solution drove lasting value at every level

OUTCOMES

The group of participants who reported a sales opportunity attributed

BEHAVIORS THAT SHOWED THE GREATEST LEVEL OF CHANGE:-

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Services :- Customization Services, Impact Evaluation, Learning Journeys

Content :- The Consultative Process