As most executives will appreciate, the definition of success, for a commercial enterprise, is typically based upon an increase in revenue and/or profit. What is less well-appreciated, however, is that the cost-cutting, downsizing and various other rationalisation methods that are used to attain this goal, are finite.
Only the continuous innovation of the customer experience, achievable through a Service Excellence approach, can deliver the foundational elements of customer retention, employee engagement and competitive advantage, that are vital for sustainable, commercial success.
This is no easy task, however, and there are no silver bullets, but the CustomerExperienced Programme has been designed as a creative, innovative and targeted solution that responds to this challenge of relentlessly improving service in-line with customers’ ever-increasing expectations.
The CustomerExperienced Programme consists of guided, team-based, learning and development within a live, project-based, deliverable, service-improvement initiative, over an extended period of time.
The CustomerExperienced Programme is designed to be relevant, focused, cost effective and, above all, aligned to the achievement of corporate goals, such as:
- Customer Engagement & Retention
- Employee Engagement & Retention
- Building Competitive Advantage
Highlights
“The ability to understand and recognise Service Excellence is paramount because it enables practitioners to make judgements and identify where improvement is needed in order to achieve successful customer outcomes. These outcomes create value for the customer, as well as for the organisation.”
Our service-improvement programmes are designed for established service providers with a pre-defined service-improvement project in mind. These engagements are fixed-price, fixed-duration and component-based:
Fixed-Price – and High-Availability
Even though the fees are fixed for each engagement, they include unlimited access to the consultant’s advisory time and help, and cover as many hours, weeks, or visits, as required.
Fixed-Duration
As part of the engagement, we will agree with you, up-front, the fixed-duration, detailed project-plan so that your clearly defined expectations are met and there are no surprises.
Component-Based
Numerous engagement-components are packaged together to provide deep, effective expertise, relevant best-practices and tried-and-tested tools and methods. And here is a bonus: each engagement package can still be customised to meet specific project needs (please contact us to discuss).
Our programmes are designed to build capability and capacity into your team/s via ‘learning by doing’ – delivering guidance and advice that enables your improvement-team to drive project delivery.
For further information, please see The CustomerExperienced Programme, some frequently asked questions, or contact us to discuss.
In addition…..
We know, from experience, that it can be hard to choose which projects should be tackled first, so if you need help with identifying and/or prioritising potential initiatives then, please, drop us a line.