Inspiring leaders at Three

Three logo

A major programme of leadership development for Three UK. Cirrus has helped transform Three, double its customers and win accolades for customer service.

The challenge

Three has always been a challenger brand but had a reputation for being the cheapest. The business wanted to:

  • Reconnect the brand with its purpose to reinvent the rules and make mobile better
  • Develop agile, authentic and accountable leaders, capable of responding swiftly to customer needs and market changes
  • Increase customer satisfaction and number of customers by developing a more customer-focused mindset
  • Drive growth and improve performance and profitability.

“The leadership development from Cirrus has had a lasting impact. Everyone’s aligned to and excited by our core purpose, increasing the momentum of deliverables.”

Dave Dyson CEO, Three.

 

“The leadership development from Cirrus is helping to make our customers love us. We’ve gone from being the most complained about mobile operator to the least complained about.”

Dave Dyson CEO, Three.

 

“Cirrus built excellent relationships with our senior team, really taking the time to get under the skin of our business. They worked in partnership with us.”

Dave Dyson CEO, Three.

The solution

Cirrus created a comprehensive programme to develop leaders across the entire organisation. This began with CEO Dave Dyson and the senior leadership team. They became role models for a more collaborative, innovative, agile style of leadership.

Cirrus worked with the senior leadership team to clarify Three UK’s vision

Identified competencies to drive agility and used these to assess and develop leaders

Cirrus developed comprehensive modular development programmes. Roll out started with the top 50 leaders, followed by the top 300 and then aspiring leaders

Individual and group coaching ensures learning embeds in the workplace

Strategic masterclasses enable Three UK leaders to share learning with peers.

Three workbook
Three portal
Three cards
Three portal on iPad

Impact on business

This is widely regarded as the most powerful programme Three UK has ever run. Even by the most cynical of leaders.

360-degree feedback shows increases in customer-centred and collaborative behaviour

Faster decision making enabled Three to launch the UK’s first 4G mobile voice service ahead of competitors

Ofcom figures show that Three UK went from being the second most complained about mobile operator to the least complained about

Three became the highest-ranked mobile phone company in the Which ‘Best and worst brands for customer service’ list

Recognised by the HR Excellence Awards and HR Distinction Awards

%

Customer base doubled from 5million to 10million

%

Approval rate for CEO Dave Dyson on Glassdoor

%

Profit increase to £314 million.

Other success stories

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Cirrus logo

Tel UK.  +44 207 014 8090

Tel APAC. +61 3 9585 2969

hello@cirrus-connect.com 

 

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