Compliance, People Development

Renault Customer Experience

COMPLIANCE, PEOPLE DEVELOPMENT

Renault Customer
Experience

Overview.

Harnessing the ‘mistake-driven’ model to drive behavioural change for Renault UK.

What.

Using proven ‘mistake-driven’ learning principles to stimulate the brain.

Results.

‘Really impressive approach and content – engaging and fun” – positive client feedback.

Approach.

Giving learners chance to ‘do it again’, confining their mistakes to a safe environment.

Overview.

Harnessing the ‘mistake-driven’ model to drive behavioural change for Renault UK.

What.

Using proven ‘mistake-driven’ learning principles to stimulate the brain.

Results.

“Really impressive approach and content – engaging and fun” – positive client feedback.

Approach.

Giving learners chance to ‘do it again’, confining their mistakes to a safe environment.

01

Human Survival Tool

The ‘mistake-driven’ model is an industry-recognised tool to facilitate quick and long-lived learning. And it’s not without evidence.

Once we’ve made a mistake within a particular scenario, the lower temporal region of the human brain reacts within 0.1 seconds of recognising that same scenario – in other words: our brain alerts us, as a survival priority, to prevent us making that same mistake again!

Understandably, not many organisations are willing to build a learning strategy based on mistake-making (despite its effectiveness). Mistakes are usually dangerous, or costly (risking ‘real’ financials as well as broader business fundamentals, like brand reputation). No sane organisation would expose themselves to a catalogue of catastrophes just to train their staff.

For us, the challenge is: How can we capitalise on the effectiveness of ‘mistake-making’ in learning – without the mistakes?

02

Delivering the Best

We created a 3-part learning suite on ‘Customer Delivery’, helping staff provide flawless customer-service from vehicle order to handover.

For the final segment, ‘Managing The Customer Experience’, we created a ‘mistake-driven’ learning environment, using a series of short, sequential videos to plunge learners into a fictional scenario between Sales Executive (Sam) and a customer (Jo), where the Sales Exec gets everything wrong through making ill-informed – or just bad – decisions.

A friendly yet almost sardonic Narrator guided each scenario, highlighting errors with almost a sense of the inevitable…

“Okay,” says the Narrator, “we can see where things are starting to go wrong. Now Jo is expecting her car for her birthday, but Sam has no idea if that’s right or not…” 

Once the learner had been exposed to the ‘mistake scenario’ and its outcomes (a very sheepish Sales Exec and a very disappointed customer), they were given the chance to ‘replay’ the entire scene the right way, creating the illusion of ‘choice-led’ learning – another technique proven to enhance engagement and motivation, and deepen knowledge-retention.

03

Entertain, then Educate

We presented Renault UK with a fun, interactive and engaging learning experience based on established learner theory and embellished with style, humour and narrative. It was met with excellent feedback:

Really impressive approach and content – engaging and fun way to learn about what might appear at first glance to be a pretty dry subject!” Steve Whitcombe, Head of Network Engagement at Renault UK.

Users came away more confident in the approach they need to take with customers in those inevitable moments of uncertainty that arise throughout any purchase process, with a sharp focus on managing customer expectations to create the best possible experience with Renault.

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