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Whether through contact centers, retail floors, or digital interactions, employees are the face of your brand and at the heart of delivering experiences to your customers."When employees are empowered to live the brand promise through every customer interaction, wallet share doubles" (Gallup). Across industries and channels, I apply a “Whole Systems” framework and purpose-built tools, positioning culture and data as the heroes and key drivers of customer experience outcomes, which lead to true differentiation, more enduring customer relationships and superior business performance.
I help clients develop in-house cadres of CX and service excellence champions and activists with Learn | Share | Do, an approach to experiential learning, organizational development and up-skilling. As an alternative to academic or marketing "fluff" approaches to service excellence and customer experience capability building, I use playbooks to inform and configure modular, proprietary content into off-sites, workshops and learning experiences that are tailored to each audience. Built to maximize activation and reinforcement, these multi-modal programs are offered in keynote, half-day, full-day, and multi-day formats, or as comprehensive learning journeys, integrated into L&D agendas and career paths.
• Service Promise, Values & Standards Design
• Branded Service Proposition Development
• Service Culture Messaging & Communications
• Leader Activation & Organizational Immersion
• Service-Based Growth Strategies & Futures
When issues with customer episodes or service operations go unchecked they can quickly proliferate across geographies, business units and brand portfolios to become damaging threats to revenue streams, brand equity and customer loyalty. Failure to act with urgency can greatly exacerbate situations and inhibit available solution options. As a Trusted Advisor, I offer a purpose-built methodology based on high-priority interventions and rapid turnaround, focused on service recovery, frontline behaviors, and reducing defects to quickly stabilize and restore quality operations. Delivered in rapid-action 30-60-90 day problem-solving cycles, I help clients accelerate through the stages of improvement with confidence.
De-risk and accelerate journeys to customer, service
and experience-driven improvement.
I apply a playbook approach to help clients achieve excellence in CX and service at enterprise scale. Starting with Human Centered Design, I activate leaders and frontline talent in the co-design of target interaction models, brand-aligned culture platforms and service standards that all levels can understand, adopt, defend and hold each other accountable for. Next I facilitate the co-creation of Culture Playbooks and artifacts to document the underlying elements of those critical assets as actionable guidance and function-specific “plays”. Finally, I work with clients to integrate these resources into the internal communications, engagement and training programs that drive adoption and reinforcement in an operational context.
Building the Service Excellence Enterprise.
NEXT-LEVEL Customer Service Bootcamp.
I offer access to critical expertise, knowledge and best practices through keynotes, presentations, facilitated off-sites, and trainings tailored to the duration, time and location most aligned to the objectives of each client.
Conduct high-priority interventions to deliver the service experiences that people expect and value.
• Interim Leadership & Organizational Mobilization
• Contingency Planning and Options Analysis
• Distressed Service Brand Recovery & Turnaround
• Service Quality Audit, Assurance & Response
• Post-M&A Service Integration & Optimization
Informed by research and insights from best-in-class service brands, in keynote, presentation or workshop format, decode the attributes and business models of the Service Excellence Enterprise, equipping all levels to envision how the power and relevance of service excellence can be realized in their business.
As a sounding board and extension of client teams, I organize “SWAT” teams and confidential consultations to target acute service and systemic experience issues, enabling urgent action on quick wins and building positive momentum.
Engage a flagship service industry L&D program to equip cohorts of emerging leaders and high-potential talent to make the leap from "service worker" to "service leader", preparing them for promotion, retention, career success. Offered in a configurable, multi-day workshop format.
Enhance supervisory and frontline skills in customer service, client relations and guest services to build culture champions and passionate brand advocates directly at points of sale and service. Offered as team workshops or full-day, large group presentations.
Service Excellence Leadership Accelerator Program.
A once-in-a-career opportunity to engage directly with Horst Schulze, legendary cofounder of the Ritz-Carlton Hotel Co. and creator of that brand's legendary culture, systems and practices. Available in keynote, workshop, or presentation format, get the knowledge you need to turn the aspiration of service excellence into reality.
"Excellence Wins" featuring Horst Schulze.
• 1:1 CX Leader, CX Team & PMO Coaching
• Transformation Change Management
• Service Blueprinting & Journey Mapping
• CX Program Metrics, Governance & Reporting
• Servitization Strategy & Business Modeling
4 types of culture playbooks - Leadership, HR, Operations and Commercial - as “living” engagement, alignment and training resources are packaged to foster culture fluency, reinforcement and psychological ownership.
Enliven coaching, supervision,
mentoring and team-building interactions.
Infuse culture knowledge into talent,
learning and development lifecycles.
Codify culture within service
standards, workflows and ways of working.
Leverage culture messaging
to drive brand and marketplace advantages.
Collaborate to design distinctive messaging and playbook artifacts to codify and activate culture.
Reinforce culture by integrating artifacts into engagement programs, HR systems and ops.
Organizational Diagnostics & Assurance.
Winning through customer experience and service excellence doesn't happen by accident. Customer-centric organizational capabilities are highly correlated to actual customer experience outcomes and strong predictors of financial performance. That’s why I am pleased to offer the Catalyst Organizational Diagnostic to support my insight-driven approach to customer experience and service excellence assurance. Powered by Qualtrics, Catalyst generates function-specific analysis, actionable insights and recommendations related to the underlying drivers of CX and service excellence success. Structured by standards (e.g. ISO, Malcolm Baldridge) and best-practice frameworks, Catalyst is purpose-built to equip your organization to benchmark capabilities, focus resources, and inform targeted interventions across leadership, culture, operations, human capital and other critical value dimensions.
Take the journey to CX and service excellence with confidence. I begin every engagement by deploying this focused diagnostic because I believe, if you can measure it, you can understand it. If you understand it, you can improve it.
Gauge maturity against nine standards-based capabilities and forty-five competencies.
Synthesize and visualize data to generate insights into
CX and service excellence maturity.
Implement targeted initiatives and interventions to improve maturity and performance.
Facilitate key decisions and internal conversations with a modular reporting format.