The Sony VAIO Service Organization set an ambitious goal to improve customer satisfaction scores by 15% over the prior year. They assembled team members from all functions and levels to work on achieving this and trained them in the Self Track Training.
Although the goal had been communicated numerous times in meetings and assemblies, it wasn’t until they got everyone together in the context of the Accountability Training® and had a thorough discussion about what this goal really meant and what would be required to achieve it that the team fully realized just how challenging it would be.