Research transforms reputation and delivers record +$5.B financial performance in 4 years

OVERCOMING REPUTATION BARRIERS

A client’s beverage packaging division faced a reputation crisis with its most important customers. Despite delivering quality products reliably, the company was stuck in commodity supplier status.

They risked losing pricing power, missing growth opportunities, and faced constant competitive threats.

A MULTI-YEAR ENGAGEMENT

We implemented a comprehensive customer insights program designed to track progress and guide strategic transformation over multiple years.

Research Framework

1. Net Promoter Score tracking and analysis
2. In-depth customer relationship assessments (C-SAT and CES)
3. Competitive positioning studies
4. Strategic guidance based on customer feedback

Critical Issues

1. Poor reputation with top accounts
2. Net Promoter Score of only 9
3. Viewed as "good quality/reliable deliveries...nothing more"
4. Excluded from consideration for new projects
5. No differentiation in a competitive market

Strategic Actions/Recommendations

1. Establish and deplay key account teams with upgraded talent
2. Prioritize top-to-top relationships
3. Establish "Customer first" culture
4. Major investment in R&D Center capabilities

FROM COMMODITY SUPPLIER TO STRATEGIC PARTNER AND INNOVATION LEADER IN BEVERAGE PACKAGING.

Based on our customer research insights, CLIENT implemented a comprehensive transformation program. Our multi-year tracking revealed dramatic improvements across all key metrics.

Most importantly, improvements in Top-line financials of +60%.

Business Transformation

1. Market Leadership: Became the leading producer of PET bottles for major beverage companies
2. New Business Success: By the fourth year, winning 85% of new business contracts
3. Revenue Growth: From $7.5B to $12.2B with share gains at the top five key accounts
4. Financial Impact: Record EBITDA improvement

Net Promoter Score Improvement

1. YEAR 1: 9 (poor reputation)
2. YEAR 2: 35 (steady improvement)
3. YEAR 3: 51 (strong customer advocacy)
4. YEAR 4: 58 (industry-leading performance)