CASE STUDIES

Various non-hospitality

Various non-hospitality clients in continental Europe

Mission : bring service excellence mindset as a game changed or business enabler

Client Background & Challenges

Over the last 5 to 10 years we have seen an increased understanding by the business that service excellence can contribute positively to any business’ results.

Complicated to measure in the past, with increased numerical understanding and introduction of such concepts as NPS (net promotor score), companies have realised that increased attention to the clients’ needs and wants are contributing positively on the bottom line.

Solution

  • Service performance analysis, where we analyse the customer journey, the customer feedback and the customer experience

  • Mapping the customer touchpoints, creating service objectives at each

  • Create the evaluation tools to measure impact (NPS; CSAT;..)

  • Analyse the employee journey for all those in the service delivery

  • Provide personal development programmes to improve customer understanding and focus on service excellence

  • Introduce qualitative KPI’s for customer service

  • Monitor progress

  • Curating the employee cycle add to better retention, better motivation, therefore reducing staff costs overall

  • Celebrate success

Achievements & Value for the Client

  • Our clients have recognised increased qualitative performance by their trained employees

  • This increase automatically leads to better financial results, in some cases +5% or more EBITDA performance (some studies with International banks have shows a direct link between increase in NPS and profitability ratios, from +5% to +51% (Royal Bank of Scotland)

  • Reduced staff costs ; better retention rates

  • Increased return business

  • Reduced customer acquisition cost