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Client scenarios have been
kept anonymous. In all cases, the clients are available as
references upon serious requests to seek specific insight
into how we can assist you and your organization.
Challenge:
Feedback from the clients five largest customers came dramatically
and powerfully at a "listening session" during an
industry trade show: the company's prior reputation as a "service
leader" had fallen by the wayside amidst complacency and
increased competition
What we did:
- We designed and facilitated in several key service locations
a "Customer Service Initiative" - a customized
version of our Customer Driven Planning ™ process,
including the following in one and a half days.
- Facilitating input from and interaction with a representative
customer panel in the presence of every employee
- Holding immediate, concurrent planning sessions in functional
groups to respond to the customer input
- Facilitating real-time sharing of plans, and focused
requests for support, across functions groups
- Structuring management meeting to develop a short and
medium-term implementation plan which incorporates and prioritizes
customer-employee input
- Coaching service managers to lead implementation - usually
involving both new structures and new leader behaviors
Results:
- Improved customer satisfaction scores
- Promotion of real service leaders at the local service
branch level
- Understanding from personal experience by every employee
regarding the difference his/her job makes in the customer's
life
- Improved focus on top, customer-related priorities, and
increased employee energy, motivation and productivity
- Improved profitability
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