Service Leadership

Nothing is achieved well without leadership buy-in. We engage your executive team from the out-set through a powerful executive presentation. Sponsors are consistently impressed at the level of insight gained from this presentation and the critical importance of the secret shopping insight.

We then spend half a day to 2 days with managers and leaders clarifying the role of leadership in client experience and forming a client-centric strategy. Once we have leadership on the same page and fully engaged we support them to plan and communicate a reassuring and firm wide message. The communication plan is dynamic and uplifting in such a way that engages people and activates learning.