CUSTOMER CASE
EXECUTIVE TEAM COACHING
From Diversity to Collective Excellence - Transformation of a "Customer Experience" Executive Committee
Context
In a fast-growing mid-size company in the healthcare/pharmaceuticals industry, a newly-appointed Customer Experience Director had a clear objective: to unify her team, made up of both long-standing employees and new external recruits. The stakes were high for overall performance: to create genuine cohesion, define a shared strategic vision and establish collective leadership that would shine throughout the organization.
Challenges
- Transcending cultural differences between experienced members and newcomers
- Creating a collective identity while valuing individual singularities
- Establish constructive feedback mechanisms to improve collaboration
- Transforming a functional team into a radiant collective leadership
The Coaching Approach
The coaching process followed a three-phase process:
1: Confidential one-to-one sessions to understand each person's strengths, motivations and leadership styles.
These privileged exchanges established a secure space of trust, revealing the unique perspectives, areas of talent to be developed and collaborative preferences of each team member. This phase laid the foundations for authentic relationships and identified high-potential development areas.
2.Alignment & synergy
Immersive 2-day seminar and collaborative workshops to develop mutual trust and collective dynamics.
The team co-constructed its operating principles, optimized its communication and established collective psychological security. These moments of shared time have generated authentic, lasting relationships and interactions.
3.Strategic & operational co-creation
Collaborative development of a shared vision and identity.
This specific phase enabled the collective definition of the team's strategic mission and founding values. The group developed a common terminology around customer excellence, established precise success indicators and integrated rigorous monitoring of actions into a continuous improvement cycle.
Results
- Unified strategic vision creating a clear and compelling direction
- Distinctive "Team DNA" enabling influential positioning in the organization
- Enhanced psychological security for innovation
- Optimized collaborative dynamics with clarification of roles and responsibilities
- Feedback culture ensuring alignment and agility in the face of market changes
Key learnings
This intervention demonstrates how orchestrating diversity becomes a powerful lever for collective excellence. The approach, combining individual development and collective transformation, significantly accelerated the team's performance, while capitalizing on the richness of each person's singularities and unique perspectives. The result: a team whose distinctive cohesion has become a strategic competitive advantage for the organization.
