Organizational Development & Consulting

A senior consultant works with you to define practical steps to improve key aspects of your organization or a part of it--how to cultivate the necessary environment, skills and knowledge so your people can continuously improve their own functioning and that of their organization.  Our goal:  achieve your goals.

One client wrote, "Your assistance over the past year has been well received and greatly appreciated.  We have gained a tremendous amount of insight into our company as a whole.  We have learned many things through your advisory sessions, forums and meetings and will utilize the tools and approaches you provided us well into the future."

 Monthly Support Plan

Expert organizational development and business support services on a monthly basis. A senior consultant becomes a resource you can count on as we work with your management team, HR, OD or Training personnel in identifying needs and implementing solutions. Cost-effective.

Performance Consulting

Align training & development with key business needs through a proven approach that delivers results. Our process matches corporate goals with unit objectives and then defines the performance required of managers and employees if the goals are to be achieved. Specific training or other interventions are identified that will enable contributors to do what needs to be done.

Strategic Planning

We facilitate your organization’s planning needs, including pre-work to insure that decision-makers have all they need during the planning and post-work to insure success. A senior consultant is available to discuss your specific needs.

Coaching

One-on-one personal sessions by an experienced former executive and business owner who is also an expert in human and organizational development provides your key personnel or future leadership with the opportunity to address their unique needs and personal applications for success. Each series of sessions with the individual being coached are custom-aligned with the needs of your organization.

"The facilitator has an uncanny way of courting stakeholders and bringing them into the hard realities we need to face."    

--Vice President of a Fortune 500 Company

Customer Loyalty Consulting
                Build lasting customer and employee loyalty

                Grow a culture of service & accountability

“We went through an exhaustive process where we weeded through over a dozen different companies through an RFP and interview process. Bob and his team not only gave us the best proposal, they conducted themselves in the manner in which we want to operate. They were friendly, timely and professional.”

       -General Manager, Regional Transportation Company 

Are there are better predictor’s of a customer’s loyalty than customer satisfaction data?  Yes!  What about employee loyalty?  Yes, too!  How do we build that loyalty?  

Our outcome-based process defines a clear path of action to build a culture of service and accountability.  The compass to do so is awareness that customers and employees must:

(1) Think certain things about your products and services; and 

(2) Feel certain ways about your people and processes. 

With this compass, your managers learn how to invite loyalty among employees and customers. 

 Managers acquire:  

               TACTICS                                             TOOLS                          GOAL CLARIFICATION

         CLEAR PROCESS FORWARD                                   RIGHT ATTITUDES                   KEY SKILLS

                                          RIGHT BEHAVIORS                                      SERVICE BEST PRACTICES

                ACCOUNTABILITY                             ALIGNMENT & FOCUS   

This is how we go about it: The Service Value Chain represents six critical areas in which we help you to build your brand and profitability.

WE HAVE LEARNED:  Building the value of your brand reputation and your ROI will require (1) customer loyalty beyond (2) customer satisfaction through (3) specific external service quality enablers. And, to achieve your goals in these three areas, employee retention and productivity must be at an acceptable level. That will require (4) employee loyalty based upon (5) employee satisfaction built through your organization’s (6) internal service quality enablers.

 

 

Our Customer Loyalty Consultant works with you on these six key areas to drive success both with customers and employees in terms of how they think and feel about your organization:

          AREA 1: Internal Service Quality Enablers
          Clear vision, values and goals, together with a strong value proposition

          A “Whole System” approach to 9 organizational elements that require alignment

          AREA 2: Employee Satisfaction
          Insuring the top 6 drivers of employee satisfaction are in place for you

          AREA 3: Employee Loyalty
          Instilling the top 3 environmental drivers and top 3 management style drivers

           AREA 4: External Service Quality Enablers
           Solidifying the best enablers of quality and notable service

           AREA 5: Customer Satisfaction
           Delivering the top 5 customer satisfiers
           Avoiding the top 4 customer dis-satisfiers

           AREA 6: Customer Loyalty
           Identifying and measuring the key indicators for future success