For any solution we deliver to any client, we don’t just deliver the immediate need. 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, the customer experience is impacted.
Brand / Purpose
Having clarity on the purpose of the organisation and what you want to stand for
Having a strategy that enables you to achieve your purpose and that 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 and measuring effectiveness
Having people who care about the organisation and the role they play within it