Putting the customer at the centre of luxury.
Porsche created a customer process for every touchpoint. IAS designed and delivered the training that turned it into a shared mindset: clear roles, real collaboration and one consistent luxury experience across every Porsche Centre.
- Client
- Porsche, luxury segment
- Scope
- Mindset shift towards one customer journey
- Audience
- Every role that touches the Porsche customer
- Reach
- Every touchpoint, across every Porsche Centre
- Languages
- NL · FR · EN
- Formats
- Classroom, role-based practice, reflection, coaching
§ 01
The challenge
The customer, not the product, at the centre.
Before the programme it was not always clear which role owned which task. Collaboration between roles fell short, and customers felt it: the experience depended on who they happened to meet and on which Porsche Centre they visited.
The real difficulty: in a showroom full of exceptional cars, the natural reflex is to put the product first. Porsche's process puts the customer first. Getting there asked for a mindset shift and a degree of self-reflection from every participant, not just new knowledge.
§ 02
Roles IAS delivers
The people behind the programme.
Didactic designer
Translates the Porsche customer process into training moments that make each role's part in it visible and practicable.
Sales trainer
Brings the process to life in realistic situations, where the customer, not the product, sets the direction of the conversation.
Behavioural coach
Guides participants in reflecting on their own behaviour and on how it shapes the customer experience.
Team facilitator
Brings different roles into one room so tasks, handovers and collaboration are clarified together.
Train-the-trainer lead
Prepares internal trainers so the mindset and the process keep being carried after the programme.
Project coordinator
Owns planning, groups, locations, materials and reporting across Porsche Centres.
§ 03
How it ran
From process to shared mindset.
Porsche owned the process. IAS designed the training that helped every role make it their own.
- Phase 01
Understand the Porsche process
Porsche defined the customer process. IAS started by understanding it in depth: every touchpoint, every role and what each touchpoint should feel like for the customer.
- Phase 02
Map roles and responsibilities
Making explicit which role owns which task, and where handovers between roles determine whether the customer experience stays consistent.
- Phase 03
Design for a mindset shift
A training built around the customer instead of the product, with room for self-reflection on one's own role and behaviour.
- Phase 04
Train across Porsche Centres
Delivery with mixed roles, so collaboration is practised together and every centre works from the same process.
- Phase 05
Anchor the new way of working
Internal trainers and managers keep the process and the mindset alive in daily practice.
What changed in the organisation.
- A shared understanding of the customer process Porsche defined, and of each role's part in it.
- Clear tasks per role, and better collaboration between roles at every handover.
- A consistent customer experience at every touchpoint, across every Porsche Centre.
- Teams who put the customer, not the product, at the centre of every interaction.
- Participants who reflect on their own behaviour and its effect on the customer experience.
Outcomes are described qualitatively on purpose. IAS publishes no percentages, satisfaction scores or business results that have not been validated and released by the client.