For every client solution we deliver, we look at what's happening 'above and below' that intervention in the organisation, aligning it to our Brand Ladder - see below.
To enhance the learner’s experience, everything sitting 'above and below' comes into focus as part of our solution. Service excellence starts with clarity on the organisational purpose and feeds through every step of the ladder. If any of those steps are missing, customer experience will be impacted.
Brand / Purpose
Having clarity on the organisations purpose and what you want it to stand for.
Having a strategy which enables you to achieve your purpose and one which everyone understands.
Having the right culture and one that informs your leadership behaviours.
Having leadership behaviours aligned to your desired culture (rather than leadership behaviours that inform your culture)
Having the right skills in place to measure effectiveness.
Having people who care about the organisation and the role they play within it
Using the skills you have developed to ensure superior customer experience.