Design thinking has become a bit of a movement in the world of culture and change, and for good reason. Its problem-solving approach grounded in empathy, experimentation, and creativity has proven to be incredibly effective across various industries. But how can it specifically be applied to create a sales and service culture within an organisation?
At a recent workshop we facilitated for a national education provider, the goal was clear: to foster a sales and service culture that would drive their team towards high performance. They recognised the need for a shift in mindset and approach, and that’s where design thinking came into play.
We started by building empathy across the team. We like to do this through music. We ask questions that connect people through a shared experience.
Next comes problem framing. Here, team members from various departments come together to share their past experiences, explore what matters most and brainstorm innovative solutions to address identified needs. This collaborative approach sparked creativity and generated many ideas, ranging from small tweaks to existing processes to bold, out-of-the-box initiatives.
With a multitude of ideas on the table, it was time to prototype. This is an integral part of the design thinking process as it allows for quick, low-cost experimentation. In the context of creating a sales and service culture, this meant planning to pilot different strategies, training programs, and customer engagement initiatives to see what might resonate most with both team culture and client outcomes.
“I thought we might be taught or told customer service techniques but was happily surprised that we all worked together on a deeper level to work out how everything we do can contribute to a higher performing culture.
In applying the design thinking techniques, we were all able to communicate to help create prototypes, feeding off ideas from each other, with everyone contributing.”
Using design thinking principles, the team was able to cultivate a sales and service culture that not only worked for the team culture but planned for activities to test and exceed client expectations. By embracing empathy, experimentation, and creativity, they levelled-up their team culture focus to prioritise customer satisfaction and drive high performance.
And the best part? Design thinking isn’t just a one-time solution for this client – it’s a mindset that they can apply to future challenges and opportunities, ensuring continued growth and success for the team and for the customer.