Customer Loyalty Programme Design and Deployment
Customer Loyalty / noun: A desired state where a Customer considers that their continued relationship with your organisation is in their best interest.
All organisations are keen to positively engage with their Customers and will include Satisfaction or Loyalty as a key objective.
Success in achieving this outcome is far more likely when the approach is driven by a coordinated approach, deployed and managed with focus and passion.
The Six Pillars of Customer Loyalty Maturity ® model is used to conduct a systematic review of existing Customer Loyalty arrangements across a range of aspects and produce a basis for improvement and programme design.
Customer Loyalty Measurement and Development
Measurement / noun: The assignment of a number to a characteristic which can be compared to other similar objects or events
The challenge for organisations is taking a belief in the power of Customer Loyalty and putting it into measurable terms so that success and failure can be assessed and progress or decline tracked.
At Six Pillars Consulting we use the Net Promoter System to help organisations understand the Loyalty Profile of their Customer base, identify current causes of dissatisfaction and determine those aspects of the Customer Experience that are actively encouraging Loyalty.
The Net Promoter System is not just about a Loyalty KPI but a process based approach to building Loyalty over time and harnessing the tendency of Loyal Customers to stay longer, buy more and tell great stories about you to other existing and potential Customers.
Working most frequently with telephone based surveys which achieve response rates usually above 70%, we are also able to effectively deploy e-mail and SMS based approaches.
In many engagements, our work continues past the survey stage and we facilitate and support subsequent improvement and leverage projects.
Strategic Planning and Change Management
Strategy / noun: a plan of action designed to achieve a long-term or overall aim
Organisations are far more likely to succeed if they have a sense of what they are trying to achieve in the longer term and a plan for reaching that destination.
While both the destination and plan will be tuned over time in response to learning and changing circumstances, the framework which they provide ensures that resources are effectively deployed and priorities appropriate.
Our Six Dimensions of Strategy ® model, often known as the Strategic Wheel, is an easy to apply and implement approach to these challenges.
Having assisted in the development of a strategic plan, we often support associated projects and change management with an approach inspired by The Four Disciplines of Execution (Stephen R. Covey)
Quality Management System Design, Deployment, Operation and Refurbishment
Quality / noun: of good quality; excellent
A Quality Management System (QMS) is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction. It is aligned with an organisation’s purpose and strategic direction.
Far too often, an organisation’s QMS is not an accurate reflection of how things are, or should be done but instead are constructed to meet the needs of some form of external certification such as ISO 9001.
Such an approach fails to capture the significant value that a systematic approach to Quality and alignment with certifiable standards can bring.
At Six Pillars Consulting we delight in delivering QMSs which are highly aligned with organisational objectives, add significant business value and encourage active engagement from all Employees.
With our Clients, we are equally likely to develop a new system from first principles as “refurbish” a system in part or whole that is failing to achieve its original objectives. We are also pleased to provide “virtual Quality Manager” support for those organisations unable to justify a full-time role of sufficient competence.
The Six Drivers of Quality Impact model is used to conduct a systematic review of existing QMS arrangements across a range of aspects and produce a basis for improvement and enhanced effectiveness.
Engage / noun: to interest someone in something and keep them thinking about it
Employee Engagement is the extent to which employees feel passionate about their jobs, are committed to the organisation, and put discretionary effort into their work. So much more rewarding than swapping time for money!
Six Pillars Consulting use an adapted presentation of the Net Promoter System to improve Employee Engagement through the identification of engagement barriers and those organisational strengths likely to positively encourage strong levels of engagement.
Working as Partners to the HR team, we are able to add our process knowledge and an additional level of confidentiality to the work of internal specialists.
Culture Alignment and Development
Culture / noun: the way of life, especially the general customs and beliefs of a particular group of people at a particular time
Organisational culture is defined as the underlying beliefs, assumptions, values and ways of interacting that contribute to the unique social and psychological environment of an organisation. (Or how people behave when their Leaders are not in the room!)
Culture, one of the Six Foundations of Business Success ®, is often dismissed as a simple set of values or beliefs placed on posters or an organisation’s web-site. Culture though is a far more complex construct and a vital component of success.
Functioning as the glue holding so many other elements together, we work with our Clients to determine an aspirational culture, find ways to measure the degree to which it is being achieved and support actions to move closer to that desired state.