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 offers an integrated approach that works best as a long-term partnership. It gets better the longer it goes on and you get more than you pay for.
Jay Padden, GM HR, Kotahi
Since working with Beyond Performance, we’ve seen a notable change in attitudes towards learning in the business. Specifically, employees have embraced the resources available to them and taken an active interest in their own development plans. The level of commitment from both managers and employees to development has increased significantly."
Victoria Snow, L&D Manager, Pernod Ricard Winemakers
Over 90% of the participants taking part in the management development programme were promoted or took on additional responsibilities within 12 months.
McDonalds NZ
I want to thank you sincerely for your prfessionalism and commitment ot the Academic Review project. You have been able to showcase your wide range of talents. You were an inspiration to me and I benefitted from your approach to managing change.
It is a pleasure working with you and I look forward to working with you on the rest of the this project and other projects in the future.
Nuddy Pillay
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.
94% of organisations are looking to speed up the application of learning back into the workplace but only 23% believe they are achieving it. To gain more traction from your efforts, read more about how we embed learning
Beyond Performance | Creating performance through capabilty
One in seven L&D professionals do not evaluate the majority of their initiatives; over a third limit their evaluations to the satisfaction of those that take part. One in five assess the transfer of learning into the workplace and a small minority evaluate the wider impact on the business or society. For a more results-centric programme, contact us to discuss your needs.
Beyond Performance | Creating performance through capability
59% of organisations undertake talent management activities. Among these, only 50% rate them as ‘effective’, although only 3% consider them ‘very effective’. Check out how Beyond Performance can deliver results for your talent groups.
Beyond Performance | Creating performance through capability
42% of NZ employees and employers strongly agree that 'lack of capability' is a barrier to performance; 35% of employers and 46% of employees suggest that 'unclear expectations' are also a barrier to performance. Create greater performance opportunities through developing capability that meets the needs of your people and your business with Beyond Performance.
Beyond Performance | Creating performance through capability
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