Consumer needs, preferences and behaviours are changing fast. As a result, companies should assess the ability of their teams to adapt, meet and exceed these evolving expectations.
Our latest UKCSI shows that 35% of customers would be prepared to pay more to guarantee excellent service. With quality becoming a more important factor in influencing customer decisions, improving standards and consistency in operational delivery should be a key priority for all organisations.
Our Service Experience Model is an independent framework created to embed the right culture and help you drive, transform and future-proof your customer experience. We help you build a service culture with the right skills for better engagement and retention rates, and define a clear strategic vision with the right leadership to drive positive change in your organisation.
Our model aims to ensure consistency and quality of delivery across your organisation, helping you establish and maintain high standards. It is a continual drive for service excellence, maximising business performance in the long run.
Our dynamic model helps you with:
An interactive model
Founded on five inter-dependent financial and reputational outcomes, our interactive model focuses on enhancing each of these elements in relevant and sustainable ways.
The core supports three strategic independent ‘pillars’: each must play its part if customer service excellence is to be consistently delivered and maintained.
Evolution of the model:
The Service Experience model has evolved from our World Class Service Model. The timeline below takes a look at the key milestones and major events having led to the Service Experience model as we know it today.