CARING SERVICE CULTURE LEADERSHIP CX & EX PROGRAMME
Caring for your business so it can care for you…
if your mission and purpose isn’t creating the affect you want
if your business is plateauing and want to reach another level
if your organization does not perform as well as it should or could
if your employees’ churn is reaching its highest level
if your teams aren’t working together, with too many structural layers affecting effective communication
if your customers complaints are increasing
if your service delivery just isn’t consistent
THIS IS FOR YOU…
It’s time to take actions, effective actions which will affect your business culture, your environment, your people, your customers connecting them to your business at an emotional level led by you, a caring-centric leader.
Because Customer Experience is simple, as simple as:
But it doesn’t mean it is… so, I am on a mission to help businesses thrive and spiral up their profit in delivering exceptional customer experiences consistently by bringing more care into your businesses.
According to Deloitte, 60 percent of the United States workforce turns over each year, and 65 percent of this is voluntary. 85 percent of employees leave their job because of their relationship with their manager. Plus, 88% of people don’t feel like the organisation they work for cares about them, and three out of four are disengaged in what they’re doing according to Gallup; no wonder why customer service is taking a hit and we see the rise of customer complaints, employees’ sickness and the decrease in customer loyalty and even more alarming in companies’ bankruptcy.
Imagine never having to waste money on advertising again by increasing your customers’ word of mouth, or reducing your employees’ turnover by increasing their wellbeing… all is possible, yes, if companies like Barry-Wehmiller, Zappos, Facebook, and Google can do it, so can you…
So, let us guide you through my own proven BQBCXMethod™, a methodology specifically design to help businesses put their employees and customers at the heart of everything that they do, in order to achieve a real Caring Service Culture in your organisation.
We will operate as your personal Customer eXperience Advisers, working closely with you and your team, by bringing together three decades of learning in one holistic programme, enhancing businesses environments, increasing your employees engagement and customer loyalty through a Caring Service Culture programme.
Here is the overall BQBCXMethod™ process, first the 4 x Pillars of the Framework:
Assessing your environment, your employees and your customers is the first step and a vital input to any strategy for customer-focused business performance improvement to understand where you are now and will be your key performance indicators to quantify your progresses.
Customer-centric businesses don’t let their employees start without careful on-boarding steps or let customers wander in search of information or help; instead, they guide their customers through a carefully planned series of interactions called a customer journey. I will help you develop your Customer eXperience Mission Statement, then your employees’ and customer journey.
Time to take action and implement the Customer eXperience Strategies which have been developed. Our Customer eXperience Institute has all the necessary tools to give to your employees to deliver exceptional customer experience and train them so they can understand what is expected of them, why and how do they affect their customers’ experiences.
‘You can’t manage can’t manage what you don’t measure’ Peter Drucker. We will develop a set of matrix within this framework to understand the impact on your business so we can work together to move the dial and quantify the value of the programme.
It is a real transforming process, balancing the caring soft skill such as NLP, environment psychology, emotional intelligence, mindfulness to the hard logic, analytic, research approach with a set of metrics within this framework to measure the impact on your business so we can work hand in hand during that whole year to move the dial and quantify the value of the programme, aligning everything to Employee and Customer centricity.
Developing your 4 x CX Structures
What is your business vision? How do you life and breath your business’s values? Is the customer represented around your board table? How do you create a culture where employees feel inspired by what you are trying to do, feel proud to be part of it and you connect emotionally with your customers at every level.
‘80% of employees felt more engaged when their work was consistent with the core values and mission of their organization.’ (IBM)
Understanding the environment psychology and how you can create an harmonious workplace and making simple but powerful changes will:
Increase time in your environment
‘87% of employees expect their employer to support them in balancing their life between work and personal commitments.’ (Glassdoor)
According to a Gallup poll, a staggering 63% of employees said they are not engaged at work, compared to only 13% which are. And 24% are ‘actively disengaged’, indicating they are unhappy and unproductive at work and liable to spread negativity to coworkers. You must take care of your employees first so they can take care of your customers. Taking into account of your Leaders/Managers and your employees.
By 2020, 89% customers will shift to companies providing better customer experience and engagement. We will help you find ways to create an emotional connection with a customer before, during and after their experience with you so you don’t just have customers but loyal customers who will buy from you, recommend you and return to you.
‘After building a relationship, customer spend grows alongside trust. Eventually, loyal customers spend 67% more than new ones.’ (CMO)
To achieve the best results, we will bring you the best people to deliver this programme. Kim Paterson, Director and Co-Founder, H2o Consulting who is a specialist in Cultural Transformation Tools® and accredited of the Barre Model, will be bringing her expertise in cultural evolution and transformation to the process.
As mentioned previously, you may already have some elements of the programme in place, or just want to focus on one area rather than 4. So, let’s have a chat first about your requirements and I can bespoke a programme for you with metrics within the framework to quantify the value of your the programme, so together we can make an incredible transformation to your business and your team.
So, what are you waiting for?
WANT TO KNOW MORE?
Schedule a FREE Caring Service Culture Programme consultation today so I can answer all your questions and we can be sure this is the right programme for your organisation.