Every company’s needs (and budget) are different. We offer a flexible range of services and will work with you to figure out what works best. Our services include project & change management, coaching and mentorship, interim management, strategy review and formulation, workshop facilitation, training design and delivery and acting as retained advisors.
We can help you:
- Design and Deliver your Customer Experience
- Drive Operational Excellence
- Listen and Act on Customer Feedback
- Innovate Faster and Better
Design and Deliver your Customer Experience
We help you transform your Customer Experience and drive cultural change by:
- Mapping your Customer Journey
- Translating your brand into service standards and behaviours
- Using our innovative ‘hardlines and guidelines’ approach to engage employees
- Designing and delivering simple, effective training for frontline teams – for new brands, new store openings, new starters or upskilling existing teams
- Working with senior leaders to drive a culture of sales growth through great service
- Developing an internal communication plan to help mobilise and inspire your people
- Shaping the successful integration of product and service standards resulting from mergers and acquisition
Drive Operational Excellence
Customers expect consistently awesome experiences. We enable this by:
- Writing effective Operations Manuals, Job Aids and Ways of Working
- Defining audits that measure and motivate the right actions
- Designing a framework for effective outlet visits along with coaching to enable area managers/ directors to achieve better results across different markets and ownership models (company-owned or franchise)
- Improving business processes & results through workshops and employee engagement – from executive to frontline teams
- Creating the right scorecard of goals and measures
- Developing a recognition strategy that drives operational excellence and service
- Delivering trouble-shooting methods for boosting under-performing outlets
Listen and Act on Customer Feedback
Every business needs customer feedback to thrive. We are Customer Experience / Net Promoter® experts. We can help you by:
- Designing and implementing your programme through expertise interventions, such as stakeholder workshops, or end to end project management
- Developing your strategy to 'close the loop’ with your survey respondents
- Mobilising and engaging frontline teams through B2C operational closed loop training and B2B Account Manager training
- Building governance and ways of working that ensure that feedback is used to drive organisational change (structural closed loop)
- Improving how you manage and learn from complaints
- Providing an independent assessment of your current Customer Feedback programme
Innovate Faster and Better
Sometimes innovations flop or take too long. We can prevent this, by:
- Designing a framework for your organisation to test new innovations rapidly - and robustly – for operational feasibility and employee engagement
- Enabling you to ’kill’ bad ideas faster so you can focus on the good ones
- Engaging frontline teams in the testing process to ensure teams get behind the ’big bets’
- Developing a framework for capturing and recognising ’bottom-up’ improvement ideas from employees
- Providing a pilot management service