Inspiring leaders at Three
Cirrus has helped transform Three, double its customers and win accolades for customer service.
The challenge
Three has always been a challenger brand but had a reputation for being the cheapest. The business wanted to:
- Reconnect the brand with its purpose to reinvent the rules and make mobile better
- Develop agile, authentic and accountable leaders, capable of responding swiftly to customer needs and market changes
- Increase customer satisfaction and number of customers by developing a more customer-focused mindset
Drive growth and improve performance and profitability.
The solution
Cirrus created a comprehensive programme to develop leaders across the entire organisation. This began with CEO Dave Dyson and the senior leadership team. They became role models for a more collaborative, innovative, agile style of leadership.
Cirrus worked with the senior leadership team to clarify Three UK’s vision
Identified competencies to drive agility and used these to assess and develop leaders
Cirrus developed comprehensive modular development programmes. Roll out started with the top 50 leaders, followed by the top 300 and then aspiring leaders
Individual and group coaching ensures learning embeds in the workplace
Strategic masterclasses enable Three UK leaders to share learning with peers.
Impact on business
This is widely regarded as the most powerful programme Three UK has ever run. Even by the most cynical of leaders.
360-degree feedback shows increases in customer-centred and collaborative behaviour
Faster decision making enabled Three to launch the UK’s first 4G mobile voice service ahead of competitors
Ofcom figures show that Three UK went from being the second most complained about mobile operator to the least complained about
Three became the highest-ranked mobile phone company in the Which ‘Best and worst brands for customer service’ list
Recognised by the HR Excellence Awards and HR Distinction Awards
%
Customer base doubled from 5million to 10million
%
Approval rate for CEO Dave Dyson on Glassdoor
%
Profit increase to £314 million.
Other success stories
More examples on how we have helped make a positive impact on people
Enabling M&S to be fit to lead for the future
Developing high performance leaders to drive change.
Tomorrow’s leaders at Network Rail
Developing a new style of leadership
for a new Network Rail
Transforming the National Nuclear Laboratory
Paving the way for a world class,
pioneering trailblazer.
