The challenge of successfully orchestrating the total customer experience
One of the big challenges in the new service economy is delivering consistently outstanding end-to-end customer experiences.
To do this you need a management team who understand what it takes to build a frontline that can deliver outstanding customer experiences every time.
Implementing the 7 steps of the service profit chain is the proven way to get the whole organisation aligned around the customer experience.
But, you may be thinking, isn’t it strange to take such a theoretical and academic approach to running a service business?
While it’s true that the service profit chain as a concept is backed by solid academic research, when you work with me I translate the framework into practical hands-on applications your management team can understand and work with.
‘I have used Mike for the past 10 years in coaching and training my management teams to reach the highest level of service and obtain the best leadership skills – and it works. Mike is very much hands-on and also great for individual coaching as he keeps things simple and easy to understand and practise. I have with great success worked with Mike in building a new strategy and am in the process of implementing a “service profit chain culture” at Den Blå Planet,’
says Dorte Gleie, CEO at Den Blå Planet, Danmarks Akvarium.
If you’re worried about how it would go down with your team, let’s give it a no risk try.
I will facilitate a workshop for you introducing the concept of the service profit chain to you and your management team.
If afterwards you decide that it wasn’t worth your time, there will be no charge – you can tear up the invoice.
So how will this be different from all the other great offers out there?
‘Mike is a unique and inspiring teacher and facilitator. He combines lifelong hands-on experience in the service industry with sharp commercial insight into what drives our business and industry, and an emotionally intelligent approach to working with people at all levels. He is one of the few people out there who will make you remember why you were drawn to service in the first place and open your eyes to the simple truths of what you should have been doing all along. I would advise any business professional who wants to re-imagine the way they work within their service culture (and who wouldn’t?) to give Mike a call,’ Suggests Christian Lauritzen, Global Learning & Development Manager at ISS Facility Services A/S.
The sooner we get going on this, the sooner you’ll see results.
Drop me a line or give me a call.