Businesses can’t exist without customers, but how well do you understand yours? It requires some outside-in thinking to really deliver great customer service. Often businesses need to develop and communicate a clear customer philosophy in order to focus the activity of the whole business on the end user of your products or services.
If a core strategic goal is to improve customer's experience, your whole organisation needs to focus on some key questions: How do we increase customer satisfaction? Do we want to take an issue-centric or human-centric approach to customer service? What relationship do we want to have with our customers?
Aligning everyone in the business with the core principles of great customer service will support your goal; we call it a Customer Learning Programme.
With a clear customer philosophy anchoring all business activity, you’ll be in a better position to sell your unique value proposition across every touch point.
The Beyond Performance customer philosophy focuses on exceeding expectations. We do this by providing an experience that is well-structured, vested and authentic. It’s important that there is a human-centric approach to the delivery of our services.
Improving capability within your teams puts employees in a better position to deliver great customer service: they will have more confidence to manage the customer; they’ll respond faster, raise satisfaction and increase the likelihood of customers buying your products or services more often.
BeyondDefine: our consulting process will help you to identify any gaps in your customer service processes and capabilities. We will help you to develop and communicate a clear customer philosophy that the whole organisation can stand behind. As part of this process, you will receive a learning and development curriculum that is aligned to your customer goals. The curriculum is developed in a way that embeds your customer philosophy at every level of the business.
BeyondDeliver: ensures a seamless roll-out of your programme along with measurable benchmarks to gauge its short and longer term success. Our clear, on-going communication of the learning intentions and objectives will make sure your whole organisation rallies behind the new capabilities you are building.
We will work with you to provide the direction and resources you need to improve the customer service experience delivered across your business. Beyond Performance will help you turn your goal into a plan and partner with you to make it a reality.
Our approach leverages the commitment, capability and culture to drive the performance you need by creating clarity of context, developing the right content and supporting whole-organisation collaboration. The performance equation is our magic formula:
Context: Beyond Performance will help you to clearly articulate your goal and its context throughout the organisation.
Content: By breaking down your goal into milestones, we will design your performance improvement programme with the needs of each audience in mind. Generally expressed as a series of horizons, the content is delivered in line with your business’ tolerance for speed, volume and change.
Collaboration: We will work within the culture of your organisation using your language, value systems and processes to engage and rally the whole organisation behind your programme of performance.
Beyond Performance programmes promote engagement behind your desired cultural norms by delivering and reinforcing skills and concepts at every level of your business structure - providing exactly the right fuel to create a culture that enables your future.Find Out More
The cost of disengagement and employee churn, particularly in your talent group, can have a significant impact on your top and bottom line. Our experts can create specific talent management programmes designed with individual and group needs in mind.Find Out More
How well do your teams understand your customer? Improving customer literacy puts employees in a better position to deliver great customer service. They will have more confidence to manage the customer, they'll respond faster, raise satisfaction and increase the likelihood of customers buying your products or services more often.Find Out More
Businesses are now expected to be flexible and adaptable without a driving force of what was once known as 'change'. By building organisational resilience and equipping your teams with the right mind set and tools, you can take control of the way your business responds to the ever shifting dynamics of the market.Find Out More
Whether you need to inject new thinking into specific processes or your whole business needs a different approach to delivering new products and services, we can help you to analyse and define your capability development needs in relation to the type of innovation that suits your business goals.Find Out More
For new and senior leaders alike, an accelerated leadership development programme is a sure fire way of having the right skills and knowledge to succeed through your next growth phase. We can pull from our existing framework of content or develop a tailored programme that aligns to your business performance goal.Find Out More
Found in many shapes and sizes, performance shortfalls often drive action by the business to make change. We can support performance improvement by developing an end-to-end learning programme that directly addresses the challenges you face. Referencing the Performance Equation, we establish and measure progress so we can keep on track.Find Out More
We're all about designing and delivering responsive, end-to-end learning and development programmes that deliver capability and results today and tomorrow.
So that we can stay true to our promise of achievement of your performance goal, measurement is central to our way of working.
Your programme is designed to get people moving in the same direction and involve the whole organisation for faster performance.
Unlike many other providers, we deliver custom-made content that takes its roots from your unique context and your business performance goal.
We partner with you to deliver expertise in the size and shape that gives your business most traction.
By building the capabilities of your people in line with your strategic goals, our programmes put you in the best position to create real business momentum.