Siemens Digital Grid, Atlanta

Siemens Digital Grid, Atlanta

Client Name

Siemens Digital Grid, Atlanta

Year

2004

Scope Of Work

Inspiring Employees through the Trusted Partner Program

Opportunity

Siemens Digital Grid set out to transform its customer relationships from transactional interactions to trusted partnerships. While Siemens was well-regarded as a technology provider, the company wanted to shift its positioning from a vendor or supplier to a true strategic partner.

To achieve this, Siemens needed a company-wide mindset shift, ensuring every employee—regardless of role—understood how they contributed to building trust with customers. This required an engaging, interactive initiative that would align employees with a unified approach to customer relationships.

WATT was integral in the development, execution, and expansion of this initiative, known as the Trusted Partner Program (TPP), structured around the key principles:

  • Know Us. Like Us. Trust Us.

Strategy

WATT designed and implemented a multi-site workshop tour to engage Siemens employees at various Digital Grid locations. The goal was to:
  • Educate employees on the Trusted Partner Program’s core values.
  • Foster a customer-first mindset, emphasizing trust, transparency, and relationship-building.
  • Encourage collaboration among teams to identify actionable ways they could demonstrate trusted partnership in their daily roles.
The workshops provided an interactive, on-the-ground experience, allowing employees to reflect on their role in enhancing customer trust and long-term business success.

Solutions

WATT executed a nationwide workshop tour, delivering a series of highly engaging and interactive sessions across multiple Siemens Digital Grid sites:
  • Fairfax, VA: Kicked off the initiative with foundational discussions on commitment to partnership and real-world customer success stories​.
  • Houston, TX: Focused on authenticity, highlighting Siemens’ trusted advisory role with NextEra Energy​.
  • Schenectady, NY: Defined trusted partnership through expertise, reinforcing that all employees play a role in customer relationships​.
  • Foster City, CA: Explored the theme of “passion for quality,” emphasizing customer-first decision-making​.
  • Wendell, NC: Reinforced the importance of empathy, showing that understanding customer pain points leads to stronger partnerships.​
  • Minnetonka, MN: Concluded the tour with discussions on transparency, highlighting that honesty and reliability are key to trust-building​.
  • Video Storytelling: Employees shared their perspectives on what being a trusted partner meant to them, creating a library of real, relatable stories that reinforced the program’s core principles​.
  • Interactive Exercises: Small breakout groups engaged in discussions and role-playing activities to practice real-world customer interactions.
  • Social Media Integration: Employees were encouraged to share stories and insights on the Siemens Social Network using #SiemensTrust​.
  • Employee Incentives: A photo contest and other engagement tactics kept employees actively involved in the program even after the workshops ended​.

Results

  • Stronger Employee Alignment: The Trusted Partner Program successfully embedded a customer-first mentality across Siemens Digital Grid. Employees internalized their role in strengthening Siemens’ customer relationships.
  • Actionable Customer Engagement Strategies: Employees left the workshops with clear, practical ways to build trust with their customers, fostering long-term business growth.
  • Company-Wide Recognition & Expansion: The success of the multi-site workshop tour led to further development of the next phase of the Trusted Partner Program, ensuring continued reinforcement of its core principles​
  • Positive Cultural Shift: Employees across departments, from software development to sales, expressed increased confidence in their ability to be trusted advisors, further embedding Siemens Digital Grid as a true partner rather than just a provider.
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