Which is why TMI is here to help. We have to admit it. we really love what we do.
|
|
- Leon Waters
- 8 years ago
- Views:
Transcription
1
2 We have to admit it. we really love what we do. We get to work with great brands to create brilliant customer experiences that their customers love and their employees can t wait to deliver. It s not just about feeling great (although what harm is there in that?). A focus on the customer experience often means increased customer engagement and so more revenue per customer; better engagement and so higher employee productivity; a sharper focus on delivering what s really important to customers so better organisational efficiency... what s not to love? Which is why TMI is here to help. For nearly 4 decades, we have worked with some of the world s best brands to design and enable great customer experiences. So. we know what we re doing. But don t just take us at face value, give us a ring on +44 (0) or drop us an at engage@tmi.co.uk and let s meet. We look forward to inspiring you with what we do, dazzling you with examples of some recent work and charming you with members of our team. But the road towards great customer experiences can sometimes be a little challenging, especially if you are doing it on your own.
3 Come and walk through our Customer Experience journey with us. It might be a path that you have already started to go down yourself. That s fine let s meet you somewhere down the road. Or maybe you haven t even set out yet. Then, let us plan your route carefully and help you avoid the bumps and the dead-ends and get to where you want to get to as quickly and pleasantly as possible. Wherever we meet on the journey, we know you will find working with us rewarding, collaborative and well, yes, even a bit fun.
4 Culture Mirror It s important to size and scale your ambition. just how stretching do you want your customer experience to be? We design and facilitate a horizon planning session which often includes your customers and senior service leaders from best practice organisations who will work with you and your top team to envision what your customer experience future might look like. What you get: We will develop a Shape of Ambition report that clearly spells out your aspiration. We also define your company s Service Style so it is clear how you are going to differentiate your experience from everyone else. Before setting off, it s important to see how fit and ready you are. So we help you take a good long look in the mirror. We do audits, group and individual observations and some best-practice benchmarking. In a nutshell we ask some great questions and listen hard. Are your customers happy? Are your employees happy? Do people in your company understand what a great customer experience means? Do they believe it makes a difference? Do you have what it takes? Essentially we make sure we are your early warning system so you know what lies ahead. What you get: A Culture Mirror report a report that s honest, readable and actionable. Then we make sure this vision for the future is aligned across your whole top team. If your pictures don t match or there is ambiguity, your journey will just end up stalling. Horizon Planning
5 Now let s think customer. How well do you understand your customers? To what extent are you delivering services that customers truly value, versus what you think they value? Understanding customers is at the heart of every great service organisation. We ll take your existing customer segmentation data and develop convincing pen portraits which bring these customers to life; we include realistic details about their lifestyle and habits, and most importantly, their Customer Profiling functional and emotional needs when they interact with your organisation. When your people see things from the customer s perspective, they will create and deliver products and experiences that really matter to them. What you get: A set of Pen Portraits for each of your key customer segments, written in everyday language which will help your people focus on your customers as real people with hopes, desires and needs. Still seeing things through your customers eyes, we focus on their experience as they interact with your organisation at different touchpoints - the customer journey. Our aim is to record the highs and lows of their journey from their perspective. We note your customers functional experience but more importantly in some ways, we also map their emotional experience. This is often where the hidden gems lie. The insights that inform the difference between a good experience and a great experience. We can then easily identify the gap between the desired experience, and the current experience, where the pinch-points are, what needs fixing, and where there are opportunities to improve the experience. Experience Mapping We have a variety of tools to do this: customer shadowing, mystery shopping, experience journaling etc. What is important is that we are working with customers, and seeing the experience through their eyes. What you get: A Customer Journey Map, laying out all the touchpoints where the customer interacts with your organisation, and highlighting the highs and lows of the current experience by touchpoint versus the desired experience, from the customer s perspective.
6 Let s think about your people now; to what extent do they have the skills, tools, and just as important, but often overlooked, the desire to deliver the kind of experience your customers want? By observing and shadowing your people on shift, if possible in uniform, we put ourselves in their shoes and see things from their perspective. We follow the full shift, from pre- to post-shift briefing. This allows us to assess not just skill levels, but also the emotional and cultural drivers of the customer experience at the frontline of your organisation. It s often surprising what insights emerge from this approach. What you get: An Employee Understanding report, which will help you understand the size and scope of the behaviour change required, and what is getting in the way of delivering a great customer experience today. Employee Ethnography Now things really start to take shape, at one of the most exciting and fun parts of the journey. We bring together the two sets of people who really understand your current customer experience, your customers and the frontline teams who deliver it. We facilitate a session where these groups work together to co-create ideas to improve those touchpoints highlighted as pinch-points, or opportunities. However you get far more than a set of ideas; involving your people at this stage means that you get buy-in to change, and real engagement with customers. In fact sometimes it s hard to get them to leave at the end of the session! What you get: A set of recommendations for behaviours, processes, tools and artefacts that will improve the overall customer experience, that has been generated and endorsed by customers and employees. Co-Creating Experiences
7 All the ideas will now be pulled together into a cohesive and engaging narrative, which will bring the end-to-end customer experience alive for everyone in the organisation. This takes the shape of a story; or rather, a number of stories, told from the perspective of each one of your pen portraits. The story follows what happens along their journey with you, and more importantly, articulates how each customer feels as a result of their interactions with you. Your people will understand the big picture of what you re trying to achieve, as well as the impact of their role. Usually, they can t wait to get started! What you get: An illustrated book, featuring each pen portrait and narrating their journey as a story, highlighting their feelings and emotions along the way, and explicitly demonstrating how the experience meets their functional and emotional needs. By now, people are really starting to be engaged, and frequently want to jump straight to implementation. This stage of the journey is about making sure that you have a planned approach to what and how to implement. so that it works. Prioritisation sessions with middle/ senior managers will help you focus on the quick wins and the areas that are most important to customers. Prototyping and then piloting experiences with actual customers will give you a sense-check that an Prototyping & Planning... experience is not only deliverable, but also desirable... in the customer s eyes. Customer feedback will confirm that you re on the right track, or help you refine the experience further. What you get: Prototyping blueprints, which detail process, behaviour, tools and artefacts required to deliver an experience, and a final, prioritised list of recommendations. Story Development
8 Consistency will be a key challenge when you get to implementation. Delivering the fantastic experiences you ve designed the same way every time, so it becomes the way we do things. You can help people by being clear about what s required. This stage is about clearly documenting all the details of the experience what, why, how, who so that it can be replicated by everyone. This is particularly important if you operate in multiple locations and Standards Development geographies. In effect, this is a set of standards, which you can also use for measurement and performance management purposes. What you get: A clearly articulated Experience Standards Manual. Your people will be motivated to create great customer experiences when they see the big picture, understand how they fit in, know what they need to do, and feel supported, valued and recognised by their managers and customers. Your customers will truly feel the difference when they are served by energised, motivated people who are passionate about what they do. That s why we will recommend an engagement programme to connect Inspiring Teams people to the big picture, the principles underpinning the Customer Experience and the part they will play in it. Managers are engaged beforehand, to understand their role in communicating, role-modelling and coaching, to ensure that change sticks. What you get: bespoke workshops designed to enable, excite and engage your people to deliver the Customer Experience; these will most likely need to be followed by specific skills sessions for customer-facing teams.
9 It takes time to change behaviours and cultures until they feel like business as usual, so at this stage of the journey it s vital to consider how you can encourage your people to continue along the customer experience journey. Frontline managers are the pivotal role in driving change, so it makes sense to support them with tools to help them manage the desired experience, coach their teams in the new behaviours and focus people on doing the things that matter most. Customer-facing teams also benefit from tools that provide hints and tips for delivering the customer experience. Without sustainability tools, there s a real danger that after the initial excitement things will fall back to being business as it used to be. What you get: A toolkit of tools tailored to your needs. This might include rhythm and routine tools, aide memoires, coaching aids etc. Embedding Toolkits Experience Tracking You ve launched your new Customer Experience... but how do you and your teams know if it s making any difference? It s essential to embed a culture of measurement into the business, to encourage a sense of progress and action. This stage is about tracking, reviewing and measuring the customer experience, so that you can see what s working, how people are performing, what your customers think, and how this is impacting the bottom line. A combination of customer measures, employee measures, commercial and operational measures should tell you what you need to know, and motivate people to perform. What you get: A set of recommendations about how to track and review the experience, and what measures might best suit your business.
10 We re not at the end of the journey (quite) yet. Defining great customer experiences is not a one-off event; as the market, your competition and your customers evolve and change, great customer-focused organisations will re-visit the customer experience regularly, adjusting it as necessary, to ensure that it stays fresh and relevant. We facilitate the review process, through regular customer and employee sense-checking events, and re-visiting and analysing the customer journey touchpoint experience, to check that it s still relevant for your customers. What you get: A review document with analysis, commentary and recommendations based on the views of your employees and customers, and your experience tracking data. Revisiting Experiences
11 Results As you can see, this journey will help you develop a culture that has the customer at its heart, with employees who are energised and excited and a growing body of customers who love the way that your organisation makes them feel. Apart from this lovely warm glow, you will achieve tangible, measurable and bottom-line driven results. Result along the lines of our other clients such as: All of this has been against the backdrop of falling customer demand, rising customer expectations and faltering employee confidence. Which is why we are confident we can add value to your customer experience. So give us a ring on +44 (0) or us at engage@tmi.co.uk and let s talk! An international airline where we increased their customer loyalty levels 10-fold A retailer where we delivered the best mystery shopping scores in their history Another retailer where we halved sickness and absenteeism and an international airline where we decreased employee turnover by two thirds A transport client where we implemented 85 low-capital, revenue-generating service improvement ideas Another transport client where we improved customer satisfaction by 35% and efficiency by over 25%
12 Contact details Head Office: TMI 7 Clarendon Place Leamington Spa CV32 5QL Telephone: +44 (0) engage@tmi.co.uk London Hub: Charterhouse Buildings London EC1M 7AP TMI UK is part of the Cello Group
13
customer experiences Delivering exceptional Customer Service Excellence
Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation
More informationBriefing Paper. How to Compete on Customer Experience: Six Strategic Steps. www.syn gro.c om SynGro SynGro 2013 2013 Tel: +44 (0 ) 15 06 5 92 2 24
Briefing Paper How to Compete on Customer Experience: Six Strategic Steps How to Compete on Customer Experience: Six Strategic Steps Voice of the Customer as a term has come to reflect the growing understanding
More informationCustomer Experience Benchmarking
HOWTOEXPERIENCE are experts in Customer Experience Strategy and Implementation. I d highly recommend David and his team for any customer experience project. Nicola Collister, Customer Experience Director,
More informationCustomer Experience Strategy
Customer Experience Strategy 2012 2017 Strategy owner: Executive Director Customer Services Customer Experience Strategy Feb 2013 v1.2 1 Defining and implementing a new Customer Experience strategy The
More informationA Simple Customer Journey Framework. By Claudio Costa Your Coaching's Blog
A Simple Customer Journey Framework By Claudio Costa Your Coaching's Blog Definition Customer journey mapping is the process of tracking and describing all the experiences that customers have as they encounter
More informationThe CFO leads cultural transformation and acts as a guiding light for the whole organization.
TELSTRA CASE STUDY The CFO leads cultural transformation and acts as a guiding light for the whole organization. I set out to transform the Finance Group into a support group that would create new value,
More informationOur unique perspective on brand and comms tracking
Our unique perspective on brand and comms tracking Hamish Asser Research Director Introducing BrandBox A powerful, flexible and transparent brand tracking tool that monitors brand performance and identifies
More informationThe Complete Advisory Solution. Suite Details. building advisory gaining new clients displaying proactivity
The Complete Advisory Solution Suite Details building advisory gaining new clients displaying proactivity was developed by accountants for accountants and has been successfully used with literally thousands
More informationSeminar E3 Developing an Effective Leadership Culture to Support Business Change
Seminar E3 Developing an Effective Leadership Culture to Support Business Change Inji Duducu Group People Director Benenden @injiduducu The Benenden Story - transformation Background The Challenge April
More informationEffective Workforce Development Starts with a Talent Audit
Effective Workforce Development Starts with a Talent Audit By Stacey Harris, VP Research September, 2012 Introduction In a recent survey of CEO s, one in four felt they were unable to pursue a market opportunity
More informationPremier Inn Career Guide
Premier Inn Career Guide Contents 3 A Message from John Forrest 4 Get Earning, Get Learning, Get Qualified 6 Your Premier Inn Career Journey 8 Work Experience 10 Team Member 12 Team Leader 14 Food & Beverage
More informationBy defining a set of specific performance objectives we can utilise a range of tailor-made solutions
Transformational Leadership Training Unlocking Team Potential Strategic Change Management Maximising Team Efficiency By defining a set of specific performance objectives we can utilise a range of tailor-made
More informationManaging Customer. Relationships
Managing Customer Relationships A guide to help you identify a range of areas to address in order to get the most from your relationships with your customers Managing customer relationships should be seen
More informationCREATING A LEAN BUSINESS SYSTEM
CREATING A LEAN BUSINESS SYSTEM This white paper provides an overview of The Lean Business Model how it was developed and how it can be used by enterprises that have decided to embark on a journey to create
More informationDelivering an Unmatched Customer Experience
Consumers are becoming smarter than organisations. The implications are stark. Smart Organisations need to answer a whole new set of exam questions... David Williams, CEO Delivering an Unmatched Customer
More informationThe Customer Journey Mapping Workbook how to make your business truly customer- centric
The Customer Journey Mapping Workbook how to make your business truly customer- centric A Whitepaper by Customer Faithful Limited 2013 All rights reserved How should businesses get underway in defining
More informationInterpersonal Skills. Leadership, Change Management and Team Building
Interpersonal Skills Leadership, Change Management and Team Building Capital s Learning and Development team design and deliver tailored skills and competency based programmes to meet your wide range of
More informationHow To Train Your Marketing Team In Microsoft Dynamics Crm
MICROSOFT DYNAMICS CRM Training your marketing team Increase the effectiveness of your campaigns, build a 360 degree view of your customers and get results Contents Introduction CRM Training With Tisski
More information10 Rules for Customer Experience Excellence
10 Rules for Customer Experience Excellence Rule1: Have a Deep Understanding of Your Customer before You Design or Implement any Customer Experience Program. This may sound like an obvious rule but one
More informationChris Bell Customer Experience Coach
Chris Bell Customer Experience Coach Index Introduction The 3 Must Haves 7 Customer Experience Development Steps Step one - Commitment Leadership Different Cultures The Customer Experience Formula Step
More informationWe hear you - putting our customers at the heart of everything we do
We hear you - putting our customers at the heart of everything we do Virgin Media is the largest Virgin company in the world The second largest residential broadband provider in the UK The UK s largest
More informationDrivers: the Secrets to Creating a Great Customer Experience
612-747-4021 www.heartofthecustomer.com jim@heartofcustomer.com Drivers: the Secrets to Creating a Great Customer Experience By Jim Tincher, Principal Consultant February 2, 2012 The Heart of the Matter
More informationThe Customer Service Revolution
The Customer Service Revolution A City of Markham Innovation +IPAC Award for Innovative Management Finalist 2014 +Backgrounder May 7 2014 CUSTOMER SERVICE REVOLUTION 21 st Century Challenges for the Public
More informationThe New Customer Experience Manifesto. How to Create a Customer Experience Board
The New Customer Experience Manifesto How to Create a Customer Experience Board How to Create a Customer Experience Board If you agree delivering superior customer experience is vital to your business,
More informationDESCRIBING OUR COMPETENCIES. new thinking at work
DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE
More informationCopyright 2013 Hendry Performance Development Ltd - All Rights Reserved. Performance Management & Development
Performance Management & Development Moving Into Management New or inexperienced managers and supervisors or those who have not been trained in the role Benefits & Outcomes By the end of the programme,
More informationCUSTOMER SERVICE EXCELLENCE
CUSTOMER SERVICE EXCELLENCE STANDARD 2 Table of Contents The starting point 4 Criterion 1 Customer Insight 5 1.1 Customer Identification 5 1.2 Engagement and Consultation 6 1.3 Customer Satisfaction 7
More informationCEM+ Snapshot. Introduction
Defining Your Customer Experience JOURNEY Many organisations seek to differentiate through customer experience, yet few have a systematic process for doing so. Different executives have different ideas
More informationBuilding Customer Loyalty
Building Customer Loyalty e-contact Conference, Mexico City, 7 May 2002 Presented by Jennifer Howe VP Strategic Partnership, APLA CRM. The facts. the value drivers of a business are becoming increasingly
More information06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises
01. Create a plan 06. Create a feedback loop Plan how you are going to provide better customer service and take help from both staff and customers. 02. Improve People skills Service is a skill and people
More informationThe Flying Start Degree Programme Henley Business School at the University of Reading
The Flying Start Degree Programme Henley Business School at the University of Reading Start your degree Start your career Realise your potential BA Accounting and Business (NN41) Welcome This booklet will
More informationMake an impact. Pre-Sales Consultant
Make an impact Pre-Sales Consultant Pre- Sales Consultant Thank you for your interest in this position. This document will give you more information about Acteon, our work, and this role. About this role
More informationTest your talent How does your approach to talent strategy measure up?
1 Test your talent How does your approach to talent strategy measure up? Talent strategy or struggle? Each year at Head Heart + Brain we carry out research projects to help understand best practice in
More informationComprehensive Guide to Marketing Like Starbucks
Comprehensive Guide to Marketing Like Starbucks 1 Introduction 6 reasons Starbucks Marketing Communications Strategy is so Effective is one of our most popular posts, continuing to be a top performer even
More informationMarketing and the 7Ps
Marketing and the 7Ps www.cim.co.uk/marketingresources The Chartered Institute of Marketing 2005 www.cim.co.uk/knowledgehub 1 ONE What is marketing? Marketing is the management process responsible for
More informationISO 9001 It s in the detail Your implementation guide
ISO 9001 It s in the detail Your implementation guide ISO 9001 - Quality Management Background ISO 9001 is the world s most popular quality management system standard and is all about keeping customers
More informationNovember 2014 March 2015
November 2014 March 2015 April 2015 1 Executive Summary & Acknowledgements Background Aims Objectives National context Local context - Trafford School Nurse Service Methodology Project Outline Firs Primary
More informationOur Guide to Customer Journey Mapping
Our Guide to Customer Journey Mapping Our Guides Our guides are here to help you understand a topic or to provide support for a particular task you might already be working on. Inside you ll find lots
More informationSales Management Competencies
Sales Management Competencies John Sergeant Associates, Tel: (02) 9972 9900, Fax: (02) 9972 9800, Email: john@jsasolutions.com Website: www.jsasolutions.com.au js@ John Sergeant Associates Contents Page
More informationCUSTOMER EXPERIENCE DESIGN CUSTOMER EXPERIENCE DESIGN
02 03 FIFTH QUADRANT Established in 1998, Fifth Quadrant is a Management Consultancy and Analyst Organisation specialising in: METHODOLOGIES USED CUSTOMER EXPERIENCE STRATEGY CUSTOMER EXPERIENCE RESEARCH
More informationYour guide to a Punch Franchise Tenancy
Your guide to a Punch Franchise Tenancy A sound business proposition If you ve got the personality, commitment and energy that s required to run your own pub, it s a fantastic choice of business. You ll
More informationTransforming managers into change leaders. A guide to helping your managers lead change in your organisation
Transforming managers into change leaders A guide to helping your managers lead change in your organisation Create change leaders Changes. Plural This guide is all about equipping your managers with the
More informationMICROSOFT DYNAMICS NAV TRAINING
MICROSOFT DYNAMICS NAV TRAINING Get the best out of Microsoft Dynamics NAV with training from Tisski. Ensure the successful use of your Enterprise Resource Planning solution and exceed your objectives.
More informationStarting your customer experience initiative
A few tips on Starting your customer experience initiative What s the biggest obstacle to implementing customer experience? Lack of strategy according to Forrester s State of Customer Experience report
More informationCustomer Service Excellence. A brief introduction to the CSE Standard, a practical tool for driving customer-focused change
Customer Service Excellence A brief introduction to the CSE Standard, a practical tool for driving customer-focused change What is Customer Service Excellence? CSE is the UK Government's national standard
More informationHow To Manage Performance
A guide for executive managers Organisational performance management is your approach working? Contents The performance environment 3 Purpose of these guides 4 Executive Managers - you play a critical
More informationOur strategy and objectives
British Airways 2009/10 Annual Report and Accounts 27 Our strategy and objectives our business FOCUSED ON OUTSTANDING CUSTOMER SERVICE Meeting the rising expectations of our customers remains central to
More information2015-16 Event Calendar
-16 Event Calendar Date & Time Event Details Location & Cost CSN Academy: Customer Engagement Training Programme 14 th October 9.30am-1.00pm Engaging with Customers As part of the launch of our new customer
More informationLeadership Practices Questionnaire Self Assessment
Leadership Practices Questionnaire Self Assessment In this survey there are thirty statements about the things that leaders do. The statements all describe behaviours or activities. Please read each statement
More information10 Questions To Ask When Choosing a Franchise
10 Questions To Ask When Choosing a Franchise You want to do something for yourself but with business support, and have decided that a franchise is the right option for you. But where do you start to look?
More informationMiddlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager
Middlesbrough Manager Competency Framework + = Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework Background Middlesbrough Council is going through significant
More informationOnline Retail Banking Customer Experience: The Road Ahead
Universal Banking Solution System Integration Consulting Business Process Outsourcing Customer experience is a key differentiator in banking In recent years, customer experience has caught the imagination
More informationService Design in Government 2015, 19 th March, London
Sarah Eaton @saraheaton1 Head of policy and Research at Derbyshire County Council Martha Hampson @marthie Head of Innovation Practice at Innovation Unit Ajo Clua @ajoclua Service Designer at Innovation
More informationPerspectives. The Key to Customer Loyalty. Summary. Organizational Commitment to Service Improvement
Perspectives The Key to Customer Loyalty It s a well known fact that treating your customers well is a key to creating the kind of customer loyalty that can drive revenues and competitive advantage. Yet
More informationRunning a successful golf club
Running a successful golf club Issue 1 Membership and Customer Relationship Management (CRM): Why profiling is key to retention An ebook by NFS Technology Group www.nfs- hospitality.com How to run a successful
More informationAn introduction to marketing for the small business
An introduction to marketing for the small business Membership Services Moor Hall, Cookham Maidenhead Berkshire, SL6 9QH, UK Telephone: 01628 427500 www.cim.co.uk/marketingresources The Chartered Institute
More informationTHE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS
THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS What makes a high-potential? Quite possibly not what you think. The HR Guide to Identifying High-Potentials 1 Chapter 1 - Introduction If you agree people are
More informationRethinking Advertising Development
Rethinking Advertising Development June 2012 2 3 Ipsos ASI: Rethinking Advertising Development It is clear that, when they set out to develop a new advertising campaign, advertisers do not plan to air
More informationCustomer Management Strategy (2014-2017)
Customer Management Strategy (2014-2017) Version 1.1 Page 1 Foreword As technology improves, the demand for Council services to be available online and accessible 24/7 will increase as our customers choose
More informationConsulting Performance, Rewards & Talent. Making Employee Engagement Happen: Best Practices from Best Employers
Consulting Performance, Rewards & Talent Making Employee Engagement Happen: Best Practices from Best Employers The Challenge Companies across the globe are taking the initiative to administer and manage
More informationCreating an Effective Mystery Shopping Program Best Practices
Creating an Effective Mystery Shopping Program Best Practices BEST PRACTICE GUIDE Congratulations! If you are reading this paper, it s likely that you are seriously considering implementing a mystery shop
More informationTHE DENTAL SALES & COMMUNICATION MASTER CLASS
THE DENTAL SALES & COMMUNICATION MASTER CLASS Call Email Visit 0141 390 4817 HELLO@MASTERCONNECTION.CO.UK WWW.MASTERCONNECTION.C0.UK THE DENTAL SALES & COMMUNICATION MASTER CLASS Would you like to know
More informationCUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH
CUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH 1 Customer Strategy CUSTOMER STRATEGY With more connected global marketplaces, shortened product and service innovation
More informationCase Study / A consistent approach to transforming mindset that changes the face of retail one smile at a time
Case Study / Over 5,000 Vodafone sales staff and managers equipped with new attitude and skill set to deliver an outstanding customer experience across 17 countries. A consistent approach to transforming
More informationOnline Accounting Software CUSTOMER SERVICE GUIDE
Online Accounting Software CUSTOMER SERVICE GUIDE Why you need to think about customer service Without customers you don t have a business it s as simple as that. Good customer service is absolutely essential
More informationCRM Know How In Practice. Transition and change management. Best Practice Guide 01
CRM Know How In Practice Transition and change management Best Practice Guide 01 02 Best Practice Guide CRM Know How In Practice Transition and change management In This Guide 02 Introduction: Why CRM?
More informationBlended Learning Current Use, Challenges and Best Practices
Blended Learning Current Use, Challenges and Best Practices Report 2013 Contents Background and Methodology... 3 Executive Summary... 3 Survey Results in detail... 5 How is blended learning used?... 5
More informationPeople & Organisational Development Strategy
2013-2018 People & Organisational Development Strategy Delivering excellent research Delivering an excellent student experience Enhancing global reach and reputation 1. Introduction Glasgow 2020: A global
More informationYour business grows when you help your people grow
Your business grows when you help your people grow How many pages does your appraisal or Performance Review form have? What are the motivational drawbacks of postponing a Performance Review? How do you
More information20 Top Tips For Salespeople
20 Top Tips For Salespeople Web: www.mtdsalestraining.com Telephone: 0800 849 6732 1 MTD Sales Training, 5 Orchard Court, Binley Business Park, Coventry, CV3 2TQ Web: www.mtdsalestraining.com Phone: 0800
More informationDesigning the intangible An introduction to service design. Jennifer Bove & Ben Fullerton
Designing the intangible An introduction to service design Jennifer Bove & Ben Fullerton 1. What? 2. Why? 3. How? 4. Case studies 5. What makes a good service experience? 6. Any questions? 1. What? 2.
More informationAbout MTD Sales Training
About MTD Sales Training MTD Sales Training, 5 Orchard Court, Binley Business Park, Coventry, CV3 2TQ Web: www.mtdsalestraining.com Phone: 0800 849 6732 enquiries@mtdsalestraining.com MTD in numbers 2001
More informationrapid strategy deployment
rethinking business series rapid strategy deployment Strategy;n,1:aplanofactiondesignedtoachievealong-termoroverallaim Deploy; n, 2: bring into effective action The key isn t just having a strategy, it
More informationTim Wade. Defining customer experience
Tim Wade Defining customer experience The market is changing Experiences Services Emotional Consistent Intentional Valuable Differentiated Products Customerfocused Functional 3 Satisfaction is not enough
More informationFuture Leaders Programme
Future Leaders Programme LEADERSHIP DEVELOPMENT 1 Message from the Vice-Chancellor Dear colleagues, we have developed a radical, ambitious and achievable Vision for our future. Achieving this Vision requires
More informationLEVEL UP YOUR ADVOCATE MARKETING GAME
LEVEL UP YOUR ADVOCATE MARKETING GAME 10 CUSTOMER ENGAGEMENT TIPS AND TRICKS PRESS Imagine a world full of eager, enthusiastic advocates; fun and fascinating asks and amazing, motivating rewards. A world
More informationCreating the customer experience
Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services
More informationTHE EMPLOYEE FACTOR: READYING YOUR ORGANIZATION FOR CUSTOMER EXPERIENCE SUCCESS. Experience Insights Whitepaper, Fall 2014
THE EMPLOYEE FACTOR: READYING YOUR ORGANIZATION FOR CUSTOMER EXPERIENCE SUCCESS Experience Insights Whitepaper, Fall 2014 In today s competitive business environment, organizations are investing money,
More informationManagement Competencies - 360 Assessment
Management Competencies - 360 Assessment Up-skill managers to prevent and reduce workplace stress Line managers play a vital role in the identification and management of workplace stress. Managers will
More informationAbout The Sales Training Consultancy. Online Brochure
About The Sales Training Consultancy Online Brochure Background The Sales Training Consultancy specialise in open and in-house training programmes for salespeople, sales managers and business professionals
More informationEXCLUSIVE INTERVIEW A BEHIND THE SCENES LOOK AT TELEFÓNICA S EVOLVING BIG DATA EXTERNAL MONETISATION MODEL
We ve never told our in-depth story like this before: looking at the history, lessons learnt and the challenges faced on our Big Data journey. Lorraine Stone EXCLUSIVE INTERVIEW A BEHIND THE SCENES LOOK
More informationEngaging with care. Caring about customers Delivering business value. Customer acquisition. Customer retention. Customer care.
Caring about customers Delivering business value Customer acquisition. Customer retention. Customer care. Outsourced Customer and Prospect Management Services www.careline-services.co.uk Our outsourced
More informationApplies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet
Applies from 1 April 2007 Revised April 2008 Core Competence Framework Guidance booklet - Core Competence Framework - Core Competence Framework Core Competence Framework Foreword Introduction to competences
More informationAbout Teach First. Job purpose. About the team. Who this role might suit and where might it lead you next?
Job title: Associate Director of Network Management, Programme Division Department: Community Impact Location: London Contract type: Permanent Closing date: 23/07/2014 About Teach First How much you achieve
More informationYour appraisal 360. product guide. Competency Frameworks
Your appraisal 360 product guide Competency Frameworks ver 1.0 2 of 11 Third Eye Resolutions Ltd Contents What Appraisal360 feedback does for you... 4 Ways of buying Appraisal360... 5 System only packages...
More informationThe complete guide to becoming a mortgage advisor
The complete guide to becoming a mortgage advisor Mortgage advisors help people with one of the biggest purchases of their lives, helping them to secure a mortage to buy or re-mortgage property. If you
More informationMessage from the Chief Executive of the RCM
Message from the Chief Executive of the RCM The Midwifery Leadership Competency Framework has been derived from both the NHS Leadership Qualities Framework and the Clinical Leadership Competency Framework.
More informationRecruitment Brief. Consultant/Senior Consultant/Manager. July 2013. Copyright Cognosis Limited
Recruitment Brief Consultant/Senior Consultant/Manager July 2013 Copyright Cognosis Limited Our Proposition Cognosis is a business strategy consultancy which puts leading change at the heart of every assignment.
More information!"#$%&'()"*"++%(*,%-")+.*(#%/"0"#.12"*3
INTERNATIONAL BUSINESS SKILLS COURSEWARE!"#$%&'()"*"++%(*,%")+.*(#%/"0"#.12"*3!!!!!"#$!%&'()*(+,'(!".)+!""#$%&'%#()#*)+,"%("")./&$'%'%#(/" I hear and I Forget I see and I Remember I do and I Understand
More informationINVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE
INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE A mini whitepaper by Nexidia, based on findings from the 2013 Performance and Quality Management Survey An Industry with
More informationTrending with NextGen travelers. Understanding the NextGen consumer-traveler
Trending with NextGen travelers Understanding the NextGen consumer-traveler Why NextGen is important Amadeus research study: the NextGen traveler Understanding trendsetters and future heavy consumers of
More informationSpecialist training and coaching for retail bank staff, managers & executives
OXFORD FINANCIAL SERVICES TRAINING Specialist training and coaching for retail bank staff, managers & executives MUNGO DUNNETT ASSOCIATES Our Specialism About the company 2 Introducing Oxford Financial
More informationLeaving no stone unturned The reality of growth. Guide #1 Execute the strategic plan
Leaving no stone unturned The reality of growth Guide #1 Execute the strategic plan About this series Reality of Growth series This series of ten guides tells the real story and leaves no stone unturned
More informationTreating. A simple guide to our Standards of Conduct and how we work for you. fairly
Treating A simple guide to our Standards of Conduct and how we work for you fairly Setting our standards Just like our energy we re keeping our Standards of Conduct simple and clear. That way, our people
More informationThe 2014 Ultimate Career Guide
The 2014 Ultimate Career Guide Contents: 1. Explore Your Ideal Career Options 2. Prepare For Your Ideal Career 3. Find a Job in Your Ideal Career 4. Succeed in Your Ideal Career 5. Four of the Fastest
More informationRetail Banks. Turning to Design. Design continues to define most consumer. 22 Global Eye
22 Global Eye Retail Banks Turning to Design Design continues to define most consumer markets, from the latest gadget to the smallest shop. Now international banks are recognising good design as a critical
More informationCustomer Centricity The Key to a Sustainable Future
Customer Centricity The Key to a Sustainable Future Page 0 Customer sdas Centricity The Key to a Sustainable Future Vanessa Gavan Founder and Managing Director Maximus International In today s competitive
More informationEVOLVING PERFORMANCE MANAGEMENT BECAUSE THE WORK YOU DO MATTERS.
EVOLVING PERFORMANCE MANAGEMENT BECAUSE THE WORK YOU DO MATTERS. THE POWER OF PARTNERSHIP. GROWING OUR BUSINESS AND OURSELVES. To fuel our continued growth for today and tomorrow, we re evolving our idea
More informationInnovation: turning good ideas into reality
Innovation: turning good ideas into reality A paper from HR in a disordered world: IES Perspectives on HR 2015 Maggie Smith, HR Membership and Business Development Manager Member Paper 107 Innovation:
More information