Research-to-Revenue: Six Steps to Success
1. LEARN WHAT YOUR CUSTOMERS ARE SAYING
The first critical step is to understand what your customers are saying about your business. We research your customers using NPS™, measure your business against industry best practice and recommend actions to improve your scores. We then present this in a workshop to engage all your teams.
2. DEFINE YOUR 'MOMENTS OF TRUTH'
We then help you identify all of your customer journey Touch-Points and create Service Standards for each one to ensure a 10/10 experience is delivered in your business for every customer, every time.
3. DEVELOP YOUR 'LEADERS AS COACHES'
Through our award-winning two-day 'Leaders as Coaches‘ program, your leaders will to learn the techniques, behaviours and skills required to help their teams succeed in delivering the Service Standards, ensuring your customers return and spend more.
4. TRAIN YOUR TEAMS TO DELIVER 10/10
Your teams attend a half-day training course that will improve their communication and conversion rates, while they practice delivering the key Service Standards to deliver a 10/10 customer experience every time. We can also train key people within your business to deliver this training.
5. BUILD TEST AND MEASUREMENT SYTEMS
To accurately measure the transformation of your teams, we work with you to build and implement test & measurement systems to ensure we are measuring the things that will make the difference.
6. STRIVE FOR CONTINUOUS IMPROVEMENT
The key to any development program is what happens after the training. It’s what you do with what you know that makes the difference! Frequency of interaction drives improvement, so in some cases, on-going monthly coaching is required. Plus, every subsequent round of research includes a full-day session with your business.