Nokia’s external promise was ‘Connecting people’ but, in terms of customer relationships, this was not always the case. Even Sales and Marketing were sending out mixed messages.
We developed an internal programme, using a ‘Nudge’ approach, to help Nokia’s own people to connect and align more effectively.
This was an informal programme based, for example, around shared interests, rather than relying on formal organisational processes. This informality was seen by staff as much more motivating and effective.