CUSTOMER SERVICE
Connecting employees to your customers
Customer expectation is higher than ever. Organisations that deliver brilliant customer service have a competitive edge and loyal customers.
Engaged employees that behave in line with your values and deliver your customer promise, are the key to success.
So, how can we help?
Connected Customer is a core programme for teams at all levels. We help you create a culture for brilliant customer service by:
Defining the customer experience you want to deliver
Giving clarity on your purpose and values
Engaging employees from the top to customer facing teams
Sustaining behaviour change through ongoing support
Creating customer connections
Connected Customer is a unique blend of activities. Combined they create better connections at each stage of the customer journey. Engaging, challenging and disruptive activities drive participants out of their comfort zone.
Together, we co-create the customer journey, profiles, values and behaviours. Employees have the chance to practice the change. Compelling communications and our learner portal enhance engagement.
“It was great to see the enthusiasm for adopting the new way we want to talk to customers, treating them as individuals, delivering the right outcome and promoting products and services which are relevant to their needs.”
Tesco
Tesco Bank Connected Customer Challenge
The results
%
Decrease in complaints
%
Decrease in re-opened complaints
%
Decrease in compensation
%
Colleagues feel proud to work at Tesco
Our thoughts on engagement
Our most recent blog posts
How leaders should approach restructuring and redundancies
Dr Simon Hayward talks to Insider Engage about restructure and redundancies.
Want to be a more agile leader? Surround yourself with a diverse team
Simon Hayward writes for People Management about agile leadership.
Corporate celebrations on Zoom this Christmas
Jenny Perkins from Cirrus talks to BBC 5Live
