What We Do With You

Customer Loyalty Consulting

What we do with you

We will work onsite to provide you with tools, tactics and a process enabling you to “unfreeze-->shift-->refreeze” conditions, attitudes and behaviors in your organization. The goal is to build customer and employee loyalty through a culture of serive and accountability.

The following is representative:

   UNFREEZE
     • Establish a compass for the initiative (laser-focus, based on your business needs)
    • Gauge your corporate, functional and site readiness
    • Pulse your current customer and employee satisfaction and loyalty
     • Identify and rate customer perception points and processes
     • Provide a gap analysis and determine action steps for “areas of focus”

   SHIFT
     • Organization-wide focus on “The Four Fields of Success” & Best Practices
     • Establish service teams to address key issues
     • Conduct “Management Forums” for alignment and commitment to best practices
     • Conduct customer service training for employees
     • Calibrate your HR, Finance and other functions to support accountability & motivation
     • Facilitate “Service Value Chain” reviews & establish dashboard metrics

   RE-FREEZE
     • Obtain feedback from customers, employees and managers
     • Promote recognition and celebration
     • Set the stage for continuous improvement & lasting results

Your managers at all levels will know how to:

   1. Manage your organization to be trustworthy (in terms of your products & services)
   2. Manage people to genuinely care (in terms of your employees and processes)
   3. Manage themselves and their employees powerfully to get results

Managers will acquire skills, attitudes and behaviors that achieve lasting results:

   • Managing “The Service Value Chain” and confronting the brutal facts
   • Managing by “The Four Fields of Success:” focused alignment and metrics
   • Managing for accountability: getting results through evaluation
   • Managing through coherent communication—with customers and employees
   • “Pulling” the right performance from employees
   • Hiring the right employees
   • Motivating employees to be business partners
   • And more

To explore how we might partner, call us at 303-674-6455 or contact us, below.

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Customer Service Training Programs Management and Employee Development

DAVIS-MAYO Associates, LLC