As the Service Profit Chain shows, the starting point for delivering a return from customer experience is leadership. Leaders create the employee experience, they drive the customer agenda and this delivers the commercial return. We spend a lot of time with leaders helping them:
- Define their customer strategy
- Create the employee experience
- Develop effective leadership behaviours
- Improving their communications and personal impact
- Coaching and mentoring
We start by understanding how engaged the leadership teams are in customer and employee experience, and this isn’t just about what they say but how they act and what they do. Leaders can all say they are customer focused in a survey but this often hides how they really behave and what they actually prioritise.