The challenge

 

 

 

90% of drivers decide where they are going to stop on the motorway before they leave the house. Therefore the opportunity for Welcome Break, the UK’s leading independent motorway service operator, was to keep their customers coming back and spending more through delivering a memorable customer experience. 

The solution

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The effectiveness of Welcome Break’s 4,500 employees is the most significant driver of customer satisfaction. Our three-year partnership has focused on aligning employee behaviours with the right customer outcomes through: 

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• Defining and articulating their purpose and values

• Attracting and retaining talent

• Leadership development

• Peer-to-peer recognition programmes