Lets face it. Most organisations work in entrenched ways. They are political. They work in silos. People end up looking inwards, often being more preoccupied with their own survival than with their customers.
When a culture is like this, how do you change the customer experience? How do you join the organisation up so it works together? How do you engage employees and re-sensitise them to customers? Our belief and experience is that most individuals want to make it work and to make a positive contribution.
We have been helping our clients to meet this challenge for over 20 years. It’s about leadership, people and culture and getting the organisation to emotionally connect. It requires changing the way of being, not just the way of doing.
Never before has this been so relevant. Customers expect great service. If they don’t get it they tell the world. The rise of new social media allows them to broadcast their discontent, take their business away and encourage others to do the same.
As the balance of power shifts, the customer experience can’t be left to chance.
Again we’ve got the tool kit – experience design, leadership development, training, coaching. But it’s who we are that makes the difference. We’ll make it personal and bring new ways of working to life. We’ll facilitate people to be the best they can be, even in the toughest of circumstances.