Future Work Self and the Customer Landscape at GoCoach

Abstract

As a start-up business based in New York, GoCoach leverages its proprietary coaching model to provide talent development solutions to its clients. As the organization transitioned from its initial start-up phase, the leadership team desired to understand how feedback could improve client engagement and overall experience. This study sought to strengthen GoCoach's understanding of its customer experience. Grounded in the themes of future work self, engagement, customer feedback, and customer journey, we designed this study to explore the individual future work self and the customer experience at GoCoach. Our analysis resulted in four key findings. First, individuals with a higher future work self salience score used more coaching sessions. Second, levels of future work self salience aligned with future orientation. Additionally, interview participants described sessions as being client-focused. Finally, participants indicated satisfaction with current touchpoints.