Case Study: Pioneer Large-scale Customer-centricity achieves customer-centric transformation with FutureLab

a global electronics company embeds NPS across 40+ divisions with FutureLab

FutureLab assisted a Netherlands-based global electronics, healthcare, lighting, and personal care company in its challenge to pivot from a product-focused, engineering-led culture to one of large-scale customer-centricity. The client needed to embed the Net Promoter System (NPS) as a key metric and fundamentally shift the mindset and operations of over 100,000 employees across many independent business units.

FutureLab’s solution involved a multi-year engagement with consultants working in three tracks: inspiring leadership through workshops, building an internal movement of customer champions, and aligning marketing and IT around a customer-centric CRM vision. As a result, customer-centricity became part of the corporate DNA, with NPS fully embedded across the business. FutureLab’s work helped transform the leadership mindset and build the framework for customer-focused operations, leading to the company being regularly cited as a landmark case for customer satisfaction performance.

Pioneer Large-scale Customer-centricity (Global) – Futurelab.net