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The challenge 

Support a team and an iconic New Zealand landmark create a world-class visitor experience fit for the international stage.  

Client: Tāmaki Paenga Haera – Auckland War Memorial Museum
One of the most visited landmarks in Tāmaki Makaurau, with galleries telling the stories and displaying taonga of Aotearoa.  The experience is everything.   
What we did
Customer experience  | Cultural change | Employee experience   
The approach + solution 

Auckland Museum was well advanced on getting “future-Museum” for launch to the international stage in 2021. The team identified that to support their significant cultural, team and performance shift they would need to develop a customer-centred mindset.  

  

RX implemented a two-phased approach that focused on identifying what the expectations of visitors locally and internationally would be. RX then worked alongside the internal team to develop a customer-centred experience which was unique for the Museum but also brought to life the vision, values, and culture of the business.  

  

This was a 2 year process which included internal restructuring, identification of new roles and responsibilities, internal change management and extensive customer journey evaluation.  

What Tāmaki Paenga Haera – Auckland War Memorial Museum said

“It was critical for us to focus on employee experience first and to be able to use this to influence and improve our customer experience. To do this effectively, Juanita had to earn the trust of our team and help us to bring them on the journey, to help everyone feel enabled to make the changes needed. The results of this change journey were very encouraging - our Net Promoter Score improved by nine points during the following year and we really shifted the needle on Customer Satisfaction scores.  “  

   

“Juanita was fantastic to work with, bringing a highly customer-centric and solutions focused approach. Her energy and optimism in envisioning positive outcomes helped us to shape a future path.  Although not afraid to challenge us, Juanita really listened to what we wanted, and avoid the cookie-cutter approach which you can sometimes get with other consultancies. She worked hard to be part of our team, to make real connections and help us create positive change. ”  

 

Fiona Blanchard  | Head of Visitor Services - Auckland War Memorial Museum