Various groups within whole organizations
Highly varies by the project scope - 2-24 months
DEVELOR improves human & organizational & process aspects of Customer Experience. We concentrate on the human touch – the emotional impact of personal interactions with customers. Based on DEVELOR’s International Customer Experience Survey, corporate decision makers reported 21% total income loss where they fail to provide positive, brand consistent CX. There is a huge amount at stake.
The greatest potential for improvement of customer experience is in increasing the commitment of staff to customer experience and its better integration into the corporate culture. Until the topic has not become part of the ‘vernacular’ of the organization, it is impossible to provide lasting and outstanding customer experience to the clients.
In most cases the sales and customer service related processes are being documented from operational point of view. What they usually miss is concrete behavior elements that are necessary for providing excellent and unified service. If related standards are not set in a detailed manner and trained in a practical way, front office staff isn’t able to understand them clearly and execute them properly.
To win in the marketplace you must first win in the workplace. Only engaged employees make customers your advocates. Recent research proves that high level of employee engagement are associated with client loyalty and higher rates of profitability growth.
Development of customer-centric capability cannot happen in isolation to the rest of the business. Transformation needs to be based on building strong foundations which are shaped by strategy and leadership, people and culture, data management and technology. Customer-centric focus is then operationalized through daily customer experience management, measurement and agile processes.
The alignment is required through the whole transformational process. It requires that each action in the organization has customer focus. It can be achieved through a specific leadership model (aka Governance Model) that defines set of daily, weekly, monthly and yearly routines and drivers that have direct impact on excellent customer experience.
DEVELOR as CX expert supports its clients on the whole customer journey by providing expertise and execution capacity. We co-create solutions with our customers and get them implemented at all touchpoints with human interactions. We also help implement customer experience management through people with the right mindset and the proper behavior, improved and unified leadership at all levels, and more efficient people related processes. Our consultants gathered vast experience of delivering CX projects with high customer satisfaction and with measurable business KPI growth in the whole EMEA region.
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If you aim at establishing an engaging culture and environment or improving current HR and management practices to boost retention, Employee Journey Mapping is a great tool to assess the present state, brainstorm new ideas and plan the implementation in a conscious and attractive manner.
Our world is undergoing rapid changes in many arenas. Our customers are getting more powerful and make demands which have not been seen before. They want to be served through various channels, they want to get things done fast, seamlessly, without efforts. Customer Experience is a key differentiator in today’s business
Developing our team members is not only a value in itself, it can also be an important tool for employee engagement and retention. Often, however, HR professionals have difficulties identifying the exact development needs and rely on mere assumptions, due to which the expected results are also often missed.
Employer branding is often misinterpreted; it is neither Recruitment Marketing nor just the communication as an employer, but the conscious process of positioning and promoting an organization as the employer of choice to a desired target group. One that a company needs and wants to recruit and retain.
The onboarding period and the impressions gathered by a newcomer set the tone for the entire employee-employer relationship. The onboarding experience can ultimately determine if that relationship will be fruitful or painfully short. Loosing talents during the probation period is a real risk for every company.
Highly engaged business units have 12% higher customer advocacy, 18% higher productivity, and 12% higher profitability (source: Gallup). It is not a question any longer that highly engaged workforce is a differentiating factor. But driving engagement isn’t easy and requires a sophisticated approach.
Do you face regular organizational changes? Would you like to know who the main opinion leaders are in your company? Do you want to identify potential talents, mentors or people with leadership potential? Or on the contrary, do you want to identify people with burnout risk that you can easily lose without intervention?
“How happy are you at work?” A simple, but powerful question, which can expressively indicate the well-being, and thus the current level of engagement of our employees. Especially if it is regularly asked and monitored over time.
The various business benefits that are brought by high employee engagement at a company has been widely discovered, therefore the topic of engagement has become one of the most significant focus areas to explore and improve. You cannot, however, improve employee engagement without knowing where your company stands.