Service &

Culture Transformation

We believe the same when people talk about customer experience. How does one feel coming out of the service interactions with the various touch-points across the organisation?  Being happy is the end outcome; what positive emotions (e.g. Valued, Cared For, Assured, Indulged) correlate and best drive this outcome?

 

If you are not able to answer the questions above, your organisation probably has yet to define its Desired Customer Experience; without which, the current service levels provided will likely be at best, inconsistent.

 

Many of our client organisations have defined their Desired Customer Experience and in doing so, they are able to purposefully and consistently evoke the Desired Customer Experience, across all touch-points within the organisation. Everyone understands what it means to be successful in delivering service to the customers (emotional outcomes) and what they can do to drive the customer experience consistently, nuanced for the different roles and functions.

At the end of the day people won't remember what you say or do, they will remember how you make them feel.

- Maya Angelou

What's

the Desired Customer Experience?

How

do you ensure that the desired customer experience is purposefully and consistently evoked?

Do

you have a Service Culture that will inspire and enable staff to always do the right things for the Customers?

aAdvantage’s Domain Expertise in
Service & Culture Transformation

Customer / Employee Research and Insights

Service Framework Development

Desired Customer Experience Engagement and Training

Desired Service Experience Articulation

Service Strategy and Cascading

On-going Service Audits and Action Planning

Service (e.g. Service Recovery, Service Analytics) and Human Capital

(e.g. Service Recognition, Service Competencies) Systems for Sustainable Change

Service Culture and Leadership Development

Customer Journey Mapping and Ideation

Service Coaching, Service Leadership and Management Huddles

Change Management

Our Impact, Our Transformation

Srinivasan Venkattapan (KG)

Senior Vice President - Corporate Planning

HITACHI Solutions Asia Pacific Pte Ltd

Despite the short notice to facilitate, Vincent and his team stepped up to the challenge and exhibited a high degree of commitment and professionalism, right from the first contact. Prior to the retreat itself, they customized the content to align with our target markets and audience, reviewed the contents with stakeholders and designed the regular communication with field leaders. Their commitment to the details went even to the extent of designing the venue and every aspect of the retreat and was quite exemplary. The retreat was facilitated with a good mix of opportunities for the individuals and the teams to listen, reflect and act.

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