Define what success looks like at all levels
Integrate reinforcement tools to support lasting change & sustainment
Identify roadblocks & inhibitors to success and develop plan to mitigate & solve
Implemented Net Promoter Score NPS as a “system” in a year-long engagement for national telecommunication firm. Partnered with management strategy firm to design operating structure, overall approach and developed all-employee training materials including executive development session for top 250 leaders. Developed tailored sustainment plan across four disciplines: strategy and governance, operations/process, communication, human resources and learning. Earned widespread adoption across all employees for customer experience strategy and measurement. Saw positive movement in customer experience rankings.
Developed comprehensive management performance model for global call centers. Built entire learning solution including reinforcement and sustainment approach. Supported three-week implementation and track success. Witnessed double-digit improvement in five key call center performance metrics at 120 days post implementation.