Need

Nuance is one of the world’s top travel retailers. With operations spanning five continents Nuance sets the industry standard by constantly monitoring, training and developing people at all levels of their operation through sales, coaching and management.

Solution

In Insights, Nuance found a partner with a global reach who could manoeuvre the business’ leadership style from one of sales management to sales coaching.

Insights created a fully integrated learning and development programme encompassing the areasof sales, coaching and leadership. This included an extensive ‘train the trainer’ initiative, enabling Nuance to take their learning in-house and embed it within the culture of the organisation.

Impacting 2,500 employees across 12 countries and three continents, the programme helped individuals develop a greater understanding of themselves and their customers, thereby improving overall sales effectiveness.

Results

Nuance’s executive management team consider the Insights programme to be the first learning and development or change initiative to be successfully implemented across their global operation.

Insights has provided Nuance with a universal language for development that transcends boundaries, borders and structures. Performance management tools have been introduced to conduct quarterly reviews using Insights Discovery. The language of measures, targets and goal setting has been absorbed into fabric of relationships in a respectful and empowering manner.

“The cooperation with Insights to establish a globally consistent and highly effective programme to increase our sales techniques and coaching management culture has been a real success. As part of our strategy to overcome the serious business challenges we faced, it had a significant impact and it was the one aspect, which our employees appreciated most!”

Simon Dawson
Executive Vice President, Human Resources
The Nuance Group