Colleagues from across The Calico Group have taken part in the second in a series of workshops aimed at shaping the next Customer Strategy.
This session focused on building a clearer picture of what really matters to our customers. We began by sharing things we’d noticed or thought about since the first workshop, which sparked some useful conversation before we moved into a quick recap of five key areas of the current strategy. From there, colleagues worked through three real‑life customer scenarios, exploring what each person might need, what good support would feel like for them, and what could make their experience more difficult.
The workshop also included some reflective and creative activities, from group discussions to a haiku‑writing exercise that encouraged colleagues to think about customer service, needs, expectations and aspirations in a different way.
Reflections from the session highlighted how important it is to put ourselves in our customers’ shoes and connect with their lived experiences. By doing that, we can better understand what truly matters and shape support that makes a genuine difference.
Next time, we’ll be aiming for even greater diversity in the room and discussing how to make sure customers can play an active role in shaping the work going forward.
