Culture By Design
The Big Picture
Culture By Design
World-class consumer experiences are only achieved by intentionally establishing, operationalizing, and sustaining an organization-wide, service-centric and philosophy-driven culture, with a corresponding operational framework.
The formula for success? Excellent leaders inspire high levels of employee engagement in order to achieve consistent superior quality service experiences for customers, clients, and patients. A successful culture is one where leaders regularly give every employee effective feedback and empower them to give input and make and implement decisions. If all leaders and employees are oriented and aligned to this cultural construction, studies have repeatedly proven that there is a higher level of job engagement and work satisfaction, less turnover and job backfilling, and greater longevity in employment experiences across the organization. This, in turn, generates highly-differentiated consumer service experiences that set your organization apart from the competition and create superior levels of loyalty. After all, that's the ultimate goal. But to get there, the journey is all-important.
Leadership Excellence By Design
A successful culture, no matter the industry, succeeds or fails with the quality of its leaders and managers and the experiences that they generate and fuel. Carefully chosen and prepared leaders have ongoing accountability for actively aligning to and role-modeling a unified response to the organization's higher purpose. Organizational success is measured through coaching employees in the internalization and operationalization of that higher purpose and subsequently supporting and recognizing those same employees for actively engaging in it. Effective leaders necessarily must align their personal values with those of the organization in order to create an environment in which both internal and customer-facing employees can thrive and deliver a superior and consistent performance vision. Every leader, through their tangible actions, tells a story about what they value.
With the help of Christopher James Associates LLC, you can build better leadership and managerial teams, focusing first on recruiting, hiring, and promoting individuals that are better attitudinal fits to your organization's values and higher purpose, then training those same leaders in the accountabilities that produce superior service levels, and ultimately embedding a sense of positivity and success into your organization's brand and higher purpose.
Employee Engagement By Design
High levels of employee engagement and consistent reinforcement of employee behavior creates an authentic employee experience that translates directly to customer, client, or patient experiences.
The way to reasonably think about the customer experience is through “Journey Mapping” and the individual “Touch Points” on those maps. These points are where intentionally designed responses can be deployed. Quality service is defined as the cumulative result of things going right (positive) at every touch point throughout a customer journey, no matter the differences or variations in those journeys. The majority of these touch points involve person-to-person or voice-to-voice experiences, so the role your employees play in impacting these experiences is a focus.
To effectively impact these customer, client, or patient experiences, it requires critical intentionality and design surrounding the processes involved in employee recruitment and selection, orientation, onboarding and training, internal communication, and genuine systems of employee care, support, and recognition.
At Christopher James Associates LLC, we can help you reengineer processes in all your employee journeys, making them service-centric and consistent. Using Disney knowhow and DNA we will align your people for a successful future - theirs and yours.
Quality Service By Design
Consistent differentiated service experiences begin with defining your organization's Common Purpose. It is that higher purpose that aligns every internal stakeholder to a single, aspirational, and emotional goal of the organization. This Common Purpose provides “contextual DNA” for every role or job function within the organization and is the summary of the “emotional connection” that bonds any organization most effectively with its customers, clients, or patients. The goal is to focus employees actively and daily on their “purpose” and their "mindfulness," rather than only on their “tasks.” It is this emotional connection, coupled with a rational connection to the product, that creates the optimal engaged consumer experience.
Using the Common Purpose as an anchor, Service Standards and Service Behaviors are then created, trained, and measured. This Service Framework provides consistent delivery and differentiated and superior service levels, in every moment, every day. It provides a consistency of “journey” that is experienced by customers, clients, and patients on both conscious and unconscious levels. It is at the heart of any serious service-centric organization.
This service consistency is what ultimately drives authentic loyalty generation. Loyalty is measured in two ways: first, the intent of the customer to return (repurchase) and second, the intent of the customer to recommend. Product satisfaction alone does not produce loyalty. A common fallacy is that loyalty can be generated from experiencing the simple repetition of product consumption. If you are a known brand, your customers fully expect the consistent repetition of quality product to be present. It is an assumption of your brand. What should be highly stressed is that the “experience” around the consumption of that product actually drives the loyalty. If this experience is lacking or even missing, then loyalty generation is absent. We live in an “experience” economy and without it, even a very high-quality product, and the satisfaction associated with that product quality, are not enough to generate, let alone sustain, loyalty.
At Christopher James Associates LLC, we will lead you in building a world-class Service Framework, using our Disney expertise and DNA, but fully based on your organization's values and higher purpose - one that will be sustainable and timeless.
Sustainable Results
Differentiated and lasting service results are very achievable for your organization, but it takes focus and work. The effort is not a time-limited initiative, but rather an ongoing investment in a sustainable service-centric future. Only through an intentional and integrated approach to establishing, operationalizing, and sustaining a service-centric culture and its operational framework, can real success be achieved.
At Christopher James Associates LLC, we have the experience and the Disney DNA to impact your organization's culture as only we can. No other consultancy today brings you the range and depth of services to achieve a world-class service-centric culture.
So what does your vision look like?
What will you resolve to do to change for the future?
Let us help you!
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