Enhancing Customer Experience

Enhancing Customer Experience™ is an innovative training solution for organisations passionate about delivering a brilliant customer experience. It provides a fun, interactive and challenging method of learning to help participants gain a greater insight of their role, and take ownership for creating a great customer experience.

Enhancing Customer Experience is a very flexible tool and can be used by all staff, from senior management to front line teams, for 2 hours to a whole day. It is particularly beneficial for training, team building and recruitment needs, not least because the content is designed specifically for your organisation.

Enhancing Customer Experience is designed to increase the awareness, knowledge and emotional engagement of staff. When staff have acquired all three attributes they are more likely to truly appreciate the importance of customer experience, and take personal responsibility to keep it at the core of your business.

The objective is for everyone to have customer experience at the core of your business.

We recommend up to 15 people in a session split into teams. The teams navigate towards the centre of the board by responding to questions and case studies. Some of the questions are generic to explore principles that are transferable, other questions are created for your organisation (to drill down on specific issues which are pertinent to making changes that can have a big impact on improvements).

Mel Palmer

Mel Palmer

Mel Palmer is our specialist facilitator for designing and delivering courses relating to Safeguarding Adults at Risk, Complaints, and Leadership and Management. She has been part of Team AKD since 2012. Mel has over 30 years experience in social care and health as a provider, Commissioner and Regulator.

She was the Quality Manager for the Care Quality Commission (2008-2011) where Safeguarding Adults was core to the work she undertook. A key element of her work with the CQC was heading up a number of projects, both internally and for providers, to improve the quality of the inspectorate process. Mel subsequently developed “Guidance about Compliance, Essential Standards of Quality and Safety” for social care and health.

Discover more about Mel.

Leone Martin

Leone Martin

Leone Martin is our specialist facilitator for courses relating to Customer Experience, bespoke Team Building and Innovation. She joined Team AKD in 2015.

As an experienced marketer, Leone has worked with a range of international brands within the technology, retail and financial services industries including Intel, Halfords and HomeServe.

Leone has experience working in the corporate sector as a Senior Innovation Manager responsible for helping to shape the future of the organisation by creating and taking new products and services to market that create great customer value. She has invaluable insights into how digital technology can be harnessed to deliver an exceptional customer experience and develop the business models of the future.

Discover more about Leone.

Balfour Beatty Utility Solutions

Introduction

Balfour Beatty Utility Solutions are responsible for laying gas and water pipes.

Their projects are often in the public eye and because they may cause varying degrees of disruption, communication and customer experience can be challenging areas to get right.

The Challenge

Balfour Beatty understood that a key differentiator for them is customer experience and that “getting it right” could create a much-improved relationship with their customers and members of the public.

They approached AKD Solutions and we have been working with them for the last 4 years to design, develop and implement a number of solutions.

What We Did

Our first project with them was to produce a Customized Plus version of our Interactive Training Tool “Enhancing Customer Experience”.

This proved to be a highly effective for them and to date, has been used with over 5000 staff.

Although “Enhancing Customer Experience” was both popular and successful, we subsequently received feedback that certain sections of the organisation needed a variation that was could be applied in a more time efficient way. The number of projects Balfour Beatty were handling was ramping up and they needed a version that could be applied more easily across multiple participants.

Our solution was inspired by one of the team playing the app “Temple Run”. We presented a concept to Balfour Beatty of a customer experience training app based on a game. It immediately inspired them and they asked us to develop it for them.

Outcomes

The Customised Plus version of our “Enhancing Customer Experience” Interactive Training Tool has been a resounding success for Balfour Beatty.

The evidence for this was demonstrated at the 2014 UK Customer Service Training Awards, where the Enhancing Customer Experience version created specifically for Balfour Beatty won Training Aid of the Year and Operational Training Programme of the Year.

If you would like to discuss the Enhancing Customer Experience™ in more detail, please call us on +44 (0)845 519 3839, or complete the form below.

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