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Creating a culture of Customer Engagement

Businesses that stand out are the ones that find ways to provide positive experiences to their customers - not just sell to them. That means understanding emotion, anticipating their needs and developing lasting and loyal relationships. This is not a one-size fits all program. It is a personalized solution that works for you. With the guidance of a Professional Coach, your team puts together a unique plan of action. This plan is based on how on your own metrics that matter, customer insights and observations, using our process of solve - A five step process to Create Positive Customer Experiences consistently.

 

Building the Organizational DNA

We often hear that culture eats process for breakfast. In any organization, the true driver is the culture of the organization. If employees are committed and everyone demonstrates the right culture and DNA of the organization, a lot can be achieved. Customer engagement and return on investment are lagging indicators. Culture and Employee Engagement are leading factors. ROI and Customer Engagement are limited by the culture and quantum of employee engagement.  In this project, we assess the level of employee engagement and also the presence of organizationally defined DNA behaviors. After assessing the level of engagement and culture, we have a unique process of sharing that with the senior most leadership team and building action plans. In all DNA and culture building, change needs to start from the top. There are things that the senior most leaders need to do and also action plans for everyone else. Within this project, through multiple interactions, we handhold the leaders to demonstrate the right culture and DNA elements. We use coaching, facilitating, training, team coaching and focus group discussions to build change. We also continuously monitor and speak to the front line and the individual contributors to understand the quantum of change. In this annual project we handhold, revisit, focus on the bright spots and also percolate the right DNA and culture behavior across the organization. 

 

Creating a Sales Culture

It is not only the sales person in any organization who sells. Everyone in the organization has a responsibility to promote sales in their own way. Everyone also has an opportunity to promote sales. In this project we seek information and the sales orientation of people across the organization including the sales team. We also analyze the process metrics and review behavior which lead to the metrics.  We then co-create or defined the outcome we want to achieve from the project. We also make observations of what is happening within the organization. We listen to senior leaders. We also listen to the Frontline and the managers. Once we understand the behaviors which led to the metrics, we create insights and build action plans in terms of what individuals, teams and stakeholders could actually do. After this, in the process of evaluating, we continuously evaluate and hand hold the quantum of change which actually happens within the organization.

 

Building a Coaching Culture

If all leaders were to be effective coaches, then any organization could be successful. In this program we attempt to create an organization-wide culture of Coaching using SOLVE©. SOLVE©is a model which can be used to solve most people and performance issues while professionally maintaining relationships. 

 

The objective is to create insights in leaders, so that they motivate employees and others through performance conversations. This program encourages managers and Coaches to have frequent conversations and provide feedback in a developmental way.

 

This comprehensive program asks leaders to start with seeking information and ends at evaluating the solution. This model can be used by all leaders and supervisors with all their team-members. Whether you are a CEO, a line Manager, a functional leader or simply an expert at what you do, these five steps will help you help others better.

 

Many ‘Coaches’ let clients go without finding conclusive solutions, while following all the prescribed coaching competencies. Many experienced Coaches and Leaders on the other hand are quick to advise. SOLVE is a universally applicable model to guide all Coaches. This workshop is filled with practical tips, guidelines and templates to engage our employees and clients in these conversations.