The Cultural Operating Model™ is a focused, senior-level programme that helps you understand what’s really holding back your client relationships - and fixes it. It’s a simple process, built around five clear phases.

At the heart of The Cultural Operating Model is a feature that sets it apart, doing something that most consultancies don’t.

We seek feedback from your clients.

The model works because it:

• Builds a complete picture by hearing from leaders, teams and clients.

• Surfaces the real patterns and problems that get in the way of your teams doing their best work.

• Turns insights into practical actions that align culture, people and behaviours.

• Helps account teams become more confident, proactive and effective.

• Rebuilds trust and strengthens client partnerships - two vital revenue drivers.

The five phases, briefly:

1.     The Clarity Reset™. Align with leadership on priorities, target clients, communication standards and commercial expectations. Get a baseline internal view from account management teams.

2.     The Client Truth Mirror™. Hear directly from customers to uncover current and historical challenges, barriers and competitive realities. The good, the bad and the ugly.

3.     The Cultural Shift Diagnosis™. Reveal the common themes and cultural patterns that are holding your teams back. Provide detailed feedback and recommendations to both account leaders and company senior management. The cultural shift has to be supported in every way from the top.

4.     The Proactive Reset™. Build and transform confident, proactive, culturally consistent and commercially sharp account management teams, whether through training, restructure, recruitment or refocus.

5.     The Trust Loop™. Close the loop with clients. Provide them with an update, demonstrate action, and reopen the door to deeper trust and growth.

Initially designed for media servicing companies working with global entertainment groups, The Cultural Operating Model can be implemented to transform any client-facing organisation, regardless of industry.

It’s typically sponsored by a CEO, CCO or COO or used by PE companies who want to better understand and improve the ongoing health and development of their investments. 

We operate globally.

There are number of common, corrosive challenges that often prohibit organisations from delivering the best possible experience for their clients and customers, ultimately losing business - usually to competitors.

1. Clients and customers end up feeling like they have to manage their vendors. Not because teams lack capability, but because culture drives reactive behaviours, unclear ownership, and inconsistent communication.

2. Leadership cannot see how culture shapes the client experience. Intentions and perceptions at the top - or even within the team - do not always match the behaviours that clients encounter every day.

3. Organisations misdiagnose operational symptoms as the problem. Without insight from both clients and teams, the deeper cultural patterns limiting trust, performance and growth remain hidden.

The Cultural Operating Model solves these problems.

We find that by going out to your clients as an independent party they tend to be very candid - more so than they might be with you. People love to be asked for feedback, but most companies avoid asking for it.

At The Batch Collective we believe that direct feedback is a kindness - it’s efficient, clear and, in most cases, useful and actionable.

Through our conversations with them, your clients share:

• Why they trust you and what they expect from you

• What you could do better

• Where and how your competitors outperform you

• What blocks them from giving you more business

• How your internal culture shows up externally

• Which behaviours strengthen or weaken the partnership

• What they need from your teams to move faster and instil more confidence

Clients are open and incredibly forthcoming with their feedback because the engagement is independent, neutral, and focused on positive improvement rather than blame.

This insight is central to the transformation.

We’ve seen firsthand that by proactively seeking and combining insight from key clients and account management teams, listening to what they have to say, implementing our recommendations and investing in a cultural reset, the outcomes are transformative.

You can expect:

• A unified leadership message

• A more consistent, proactive and confident account management team, leading to a vastly improved client experience.

• Faster, clearer decision-making and reduced escalation.

• Stronger renewal, upsell and long-term growth potential.

• Teams empowered to be proactive, not simply reactive.

• A shift from dependency on individual “stars” to a healthier, scalable operating culture. Our model includes team guiding principles and embedding the organisational culture from day one for new starters.

• Noticeable reductions in inefficiency, friction and margin leakage.

• Increased organisational clarity, alignment and accountability across regions.

• A better working environment - for everyone.

• Happier clients who recognise your commitment to continuous improvement and enhanced service. We emphasise the value of providing feedback to your clients so that it’s crystal clear what part they’ve played in your transformation.

It doesn’t need to be complex.

It just needs your organisation to recognise that proactive evolution is the key to remaining competitive.

It works because it’s grounded in three truths:

1. Client experience is a cultural output.

2. Behaviour changes only when leadership clarity changes.

3. Clients are the most reliable source of truth about what’s working and what isn’t.

This is not theoretical - it’s an operational reality that, when addressed, changes performance, relationships and revenue.

It starts with an exploratory 30-60 minute conversation where we review your business and get to the heart of what’s needed. To be most successful and effective it requires openness about where the gaps are and how they impact your organisation’s success.

The model is highly adaptable depending on your needs and can be tailored to meet your company’s requirements.

Please contact us today to start the conversation.