Trust in decisions at the point of service delivery

Sustained performance

 

Two key drivers of sustained performance
A short term improvement in results is of limited value unless the performance can be sustained. There are two key drivers in achieving sustained performance. The first is strategic implementation. The phrase “Culture eats strategy for breakfast” was originated by Peter Drucker and made famous by Mark Fields, President at Ford, so what does it mean? Well, having a well thought through strategy is one thing but having the right culture to be able to implement the strategy is an altogether different challenge.
The second driver is organisational alignment where there is a “joined up” approach horizontally (between functions across the organisation) and vertically (Boardroom to front line). These are two simple-sounding concepts and yet many leaders of organisations seem to struggle with them. The SERVICEBRAND approach provides a framework which facilitates and enables both at the same time.

The SERVICEBRAND approach is based on the well respected service profit chain model (“Putting the Service-Profit Chain to Work”, Heskett et al, – Harvard Business Review) and includes the additional elements of Brand Identity and Systems & Processes.

All areas are aligned at the levels of Strategy, Management and Delivery.

A supportive, coaching style is used to engender ownership and deliver sustained success.

We collaborate with a network of partners to deliver bespoke SERVICEBRAND initiatives.

The focus is on placing the Customer Experience at the heart of the business and aligning the following areas:

Brand identity

Being crystal clear about the personality and character of your organisation

Brand identity

Being crystal clear about the personality and character of your organisation

Systems & Processes

Organisational design, A support function as an internal SERVICEBRAND, Communication framework

Systems & Processes

Organisational design, A support function as an internal SERVICEBRAND, Communication framework

Employee Engagement

Converting employees into brand ambassadors

Employee Engagement

Converting employees into brand ambassadors

SERVICEBRAND360

A business excellence assessment designed specifically for customer facing organisations using the SERVICEBRAND approach to drive improvement

Values Calculator

Identify your organisation’s core values efficiently with collective leadership team buy in

 

Corevaluescore Survey

Understand quantitative and qualitative stakeholder perception of your organisational values

31Practices & my31Practices

An award-winning values-driven approach, which results in congruent behaviour, alignment and a greater sense of fulfilment – used at both an organisational and individual level and the subuect of two internationally acclaimed books

SERVICEBRAND Signatures

Differentiate your organisation with high impact, brand-aligned “signatures”

Omotenashi

Equip your service team with The Practice of Heartfelt Hospitality – focus on shared values, emotional intelligence and personal impact

PulsE

Identify areas of priority and best ROI in the customer experience journey

Velocity

Articulate and align a values-driven strategy, establishing clarity and gaining individual and collective commitment from the leadership team

Values Align

Improve the recruitment process effectiveness by using values-based recruitment

Values Pledge

Become values-driven in practice – send an important message to customers, employees and others that you are clear about what really matters to you and practice what you preach

Trusted by more than 50 clients

  • Award-winning One Team Service Excellence programme for EMEA region Real Estate and Facilities Management function

    “This is ground breaking work in our sector”

  • 31Practices values project helping to achieve Sunday Times mid-size company ranking number 3 and Association of Business Psychology Employee Engagement Award

    “Making LifeSearch a values driven company is the best decision I have ever made”

  • One Team and 31Practices implementation in the London portfolio of a property company – record 95% customer satisfaction rating.

    “My engagement ring went down the washroom plughole and the cleaner rescued it for me”

  • Creation and implementation of a consistent, global service brand and values-based One Team culture in key locations for an investment bank.

    “I had lost my wallet and returned to the office because I had no means of getting home. The security officer drove me there and made sure I was safe.”

  • One Team service excellence programme for the FM supply chain of a FTSE 100 company – 10% cost reduction, 10% customer satisfaction improvement, Corenet Global Innovation award.

    “The receptionist asked me to lift my terrier up in front of the camera, asked his name and printed off a name badge. The best welcome I have had in any corporate office in the world.”

  • Transformation of a five star hotel – three consecutive all green balanced scorecards and Hotel of the Year award.

    “When I arrived last night, I explained to the young night porter that I had forgotten my business suit. I was amazed when he offered to collect his own suit from home to lend to me”

Endorsements

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