Project | Bose

The Challenge

Bose’s mission by 2020, is to connect all products to the cloud, providing customers with life changing experiences and the best service audio in the world. However, with an ever changing and innovative retail market, competition is high. Bose can no longer solely rely on their audio quality as the only differentiator in the market and turned focus to new strategies. One of these strategies being a Personalized Customer Experience (PCE).

The Solution

In 2018, Performance Solutions started with the Reverse Thinking & Engineering program in the UK, designing their very own Experience Roadmap, together with Bose, to guide all employees through their experience journey. To ensure the Roadmap was properly implemented, Performance Solutions developed a training program for all stores within the UK. In this program, Performance Solutions facilitated trainings to Store Managers and Sales Associates to activate the new personal customer experience behavior with weekly activities and monthly reviews.

The Results

After giving several sessions at the Bose stores in UK, Performance Solutions asked the Bose employees to fill out a survey. Here are some of the results:

  • 85% of all employees felt inspired to create more Bose fans
  • 83% of all employees felt inspired to connect more with their team
  • 92% of all employees felt enthusiastic and driven to activate the Bose Experience Journey with the team


Performance Solutions offers a wide range of solutions. Changing the way people learn, lead, and interact by transforming employees into ambassadors, business into an experience, managers into leaders, and training into impactful learning. We trigger companies to work collectively to create memorable experiences.  Below you’ll find an overview of solutions we offered at Bose.

Performance Solutions - Reverse Thinking Engineering - Solutions

Reverse Engineering

Reverse Thinking & Engineering turns your customers into loyal fans, and employees into passionate brand ambassadors. We offer Reverse programs as:

Bose Logo - Performance Solutions
Testimonial STAR - Performance Solutions

I was lucky enough to have a rather personal session, the commitment, passion and direction shown by the facilitator was exceptional. I’ve been a fan of these ideas before now so it’s an easy buy in for me. This journey into customer engagement is an inevitability that shouldn’t be questioned. I would say the future of retail needs this x10, we are evolving into a hyper personalized culture, if this isn’t adopted and progressed we’ll fall behind.

Bose Employee
Testimonial STAR - Performance Solutions

The session was very insightful and interactive, so being able to put in to practice the things we were learning was very helpful. It was also great to meet staff members from other stores, to get to know them and build rapport.

Bose Employee


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About Bose

Bose Corporation is a privately held American corporation, based in Framingham, Massachusetts, that designs, develops and sells audio equipment. Founded in 1964 by Amar Bose, the company sells its products throughout the world. According to the company annual report in the 2017 financial year, Bose received revenue of US$3.8 billion and employed more than 8,000 people. Bose is best known for its home audio systems and speakers, noise cancelling headphones, professional audio systems and automobile sound systems. The company has also conducted research into suspension technologies for cars and heavy-duty trucks and into the subject of cold fusion.