The Customer Experience Challenge
A recurring challenge is how to deliver sustained change in systems, processes and behaviours that are visible and relevant to customers and positively influence their purchase behaviour and advocacy of a brand.
Training may offer a solution, but studies show that as little as 10% of training activity may convert to improved performance in the wrong corporate culture with the wrong tools.
At ABCG we believe there’s a better way to deliver Customer Experience excellence and it starts with building CAPABILITY in line with the strategy.
We then work with you to design a capability model (systems, processes, behaviours) that will support the desired Customer Experience the brand wishes to deliver. Armed with this we assess the organisations capability to deliver and develop a Capability and Reinforcement Programme; ensuring the daily behaviours of all colleagues are aimed at delivering the vision for customer experience. We believe we can do this more efficiently and with less expense than our clients could do without us.
Our new Customer Experience support programme for business leaders, management and frontline personnel offers diagnostic tools which get to the point quickly using ABCG Status Audit and ABCG training programmes which are guaranteed to produce measurable change in performance.
Know-how and inspiration forged from practical experience.
“We offer a unique blend of business and brand strategy, know-how and inspiration forged from research and practical experience, transferred to the everyday actions of your people.”
Mike Ashton, MD, ABCG.