Designing your experience is one thing; implementing it is another. Achieving the engagement of every employee and every department entails significant investment in education and training, effective teamwork, performance management, communications and technology.
Delivering your customer experience can only be achieved by aligning the whole organisation behind the brand promise. Successful organisational alignment means that Marketing, HR and Operations must have a collective role in the planning and implementation, to ensure that the right skills and knowledge as well as infrastructure and processes are in place.
This stage is about making it happen - implementing your customer experience design to deliver on the promise. Drawing on our many years of implementation experience across a diverse range of business types, we focus on a practical approach helping you to determine workstream priorities, align stakeholders and functions and providing the necessary support and guidance to make your brand promise and customer experience design a reality.
A key part of any successful implementation is employee engagement so giving employees the skills and knowledge in what they need to do to deliver the experience, as well as being supported by the products and processes to do so, is at the core of our approach.
We develop differentiated training that teaches people not just what the core behaviours are but how to live them for customers - training that really enables people to turn company and brand values into competitive advantage. Our innovative and engaging branded training, instead of giving a prescriptive formula on what to do to be the best, helps employees ‘get it’ for themselves., our belief being that this results in a higher level of employee satisfaction and commitment as well as embedding the core values which make your customer experience sustainable for the long term.