Our Recent Work
Our recent work includes the following projects:
Customer Experience Programme
At an international train operator, this award winning project to improve the customers’ experience, (Winner of HR Excellence Award ‘Most Successful Change Management Programme), involved advising on the development of the business case for change; providing a consultant to sit on the programme board; coaching four of the project managers and setting up and running an assessment centre for the recruitment of customer experience facilitators.
Learning and Development Critical to Future Business Performance
The second project with this international client organisation was to develop and implement a strategy for the future of learning and development. The L&D function had to be appropriate for the size of the organisation and provide support at every location whilst maximising investment. Interviews conducted throughout the organisation highlighted a need to clearly define the culture of the business in addition to the business strategy and objectives. Following the diagnosis of business needs a new structure was created to ensure the alignment of learning and development, employee engagement, talent management and internal communications.
A Hotel With Personality
At a boutique hotel in the heart of London we facilitated the development of service personalities with the leadership team and designed workshops to gain and develop commitment of the whole team in the customer experience vision and delivery. The workshops were highly interactive and the results were an increase in customer satisfaction scores by up to 20% in some departments.
Out in Front at IHG
IHG recently rebranded their Holiday Inn hotels and created a new set of service behaviours. A new executive leadership team in the UK & Ireland then decided to embark on a journey to develop a more customer centric culture and to create one of the greatest places to work. To achieve this they knew that they needed great leaders who could inspire their people to bring their brand experience to life, day after day.
We designed a programme to build the confidence of leaders to lead from the front, model the behaviours and coach their teams. This included developing an understanding of the Service Profit Chain– recognising the importance of leadership, communication and employee engagement in creating a model for customer focused behaviour and supporting their teams through change.
A 7% increase in customer satisfaction ratings.
A 3% increase in employee engagement rating.
IHG won The Sunday Times Employer Special Training Award for the programme.