Strategic alignment, change management and internal communications for the Harwoods Group to align the leadership team, embed new practices and improve staff and customer engagement
The brief / challenge
Harwoods is a well-known UK automotive retail group representing premium brands such as Bentley, Aston Martin, Jaguar, Land Rover and Audi. The Senior Leadership Team (SLT) enlisted our support to identify their strategic priorities leading up to 2020 and improve staff and customer engagement with the Harwoods brand.
We used the c@ps methodology to create a coherent strategic plan for the Group within consulting and coaching for the SLT. They then cascaded the strategic plan throughout the organisation in order to win hearts and minds.
In parallel we provided change management support to the Group to map their current (‘as is’) customer journey and based on customer and internal feedback to identify improvement areas to enhance the Harwoods customer experience.
We also helped the organisation to create a practical internal communications strategy to ensure staff are aware of new strategic priorities and are engaged with changes to come.
Whilst the change programme is ongoing, early milestones (creation of the strategic and operational plans; aligned leadership and communication about changes) have been well-received within the organisation, with the SLT and heads of retail units eager to lead on new initiatives.