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Published articles on topics of interest generally or to specific customer segments.
The demands on employees in modern business increase year on year as the pace of change accelerates.
Employees must get to grips with providing higher levels of service than the competition at a competitive cost per unit. These challenges create increasing pressure on individuals and managers. In this environment, a partnership approach to engaging employees is a necessary tool for business survival and essential for competitive success…
All businesses require a strategy. Usually the aim of that strategy is to create shareholder value through improving the financial performance of the business. So it can be said that the aim of all business strategies is ultimately to create financial value. However for any sustainable value to be created a number of major strands must be developed. As the Balanced Scorecard demonstrates, shareholder value results from the key areas within the company all pulling in the same direction. Specifically the scorecard highlights four key dimensions
Every operator would like to have its customers saying how delighted they are with the service they are receiving. However, high levels of customer satisfaction are not easy to achieve. But there are some top level principles which can help companies navigate to better customer service. In this article Allan Drew of Coote Harvard explains the cumulative nature of building great service.
In a world of e-business, the channels for connecting with customers have become splintered, reflecting a new and more complex reality. Customers can use your website, obtain information to compare your company with others, and to contact you by email.
They can call your call centre, go through 4 or 5 levels of IVR, hold for 25 minutes and still be disconnected before speaking to a real person. Their experience of interacting with you can be satisfactory, but rarely satisfying. Has the interaction been designed to engage the customer or merely to keep your costs as low as possible?
If that's a ‘Yes’, contact our office to arrange a free initial discussion.
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“Your excellent support has enabled us to implement our new strategy within demanding time-scales.”
“First class support in communicating change management techniques within our organisation”
Employee engagement is the hard issue that CEOs must get to grips with. It predicts profitability and ensures long term growth and market out-performance.
Innovative work practices can be generated through effective engagement approaches, building a culture of team performance and responsibility for your business.
We can assist you in choosing how to develop and manage your engagement strategy, and in enhancing internal capability and skill to rise to the performance challenge. Our approach integrates several elements in a tailored plan specific to you.
Our workshops and training events enable your management teams to develop practical skills and prepare effective plans for aligning and delivering their goals for improving business performance.
We design and deliver large scale development programmes, workshops for specific skills, mentoring and coaching for managers, and web based modules for self-learning.
Click here to download a .pdf copy of our Training and Event Portfolio.
With our partners we provide customer and employee research for a wide variety of organisations to evaluate factors such as organisational engagement, change and customer perception.
We pride ourselves on offering excellent value for money and rapid turnaround of results.
We also provide diagnostic services to teams and individuals to help with personal development and learning activities.
Transformation programmes can be very positively received when the culture and the new requirements are aligned and integrated with care.
But we so often hear of programmes that have been ill thought out and poorly executed.
We provide transformation planning and execution services that enable client organisations to work with the prevailing culture and involve and engage employees at the earliest appropriate stage to achieve radical change in planned time-scales.
If you find our services interesting and you know of someone who would benefit from our support, please recommend us to them. Our careful and specialised approach might be just what they need.
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