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Service Principles Framework
The Service Framework is the driving force of high performing organizations, and the foundation of service culture.

 

COMMON PURPOSE: Shared, guiding direction that serves as the foundation of every action, behavior, and decision

QUALITY STANDARDS: The roadmap for consistent service delivery

SERVICE BEHAVIORS: Specific behaviors drive observable outcomes

 

How effective is your service framework? Assess it based on your organization's service culture:

service culture assessment improve service culture

 

Individuals
Success is derived through purposeful leadership, engaged employees, and inspired customer experiences.

 

LEADERS: Responsible, engaged and inspired leaders grow and attract responsible, engaged and inspired employees

EMPLOYEES: Responsible, engaged and inspired employees deliver better internal and external customer experiences

CUSTOMERS: Customer experiences are comprehensive impressions of a customer’s interaction with an organization; engineer them well

Design your customer experience:

Designing your customer experience [free template]

 

Organization
Service experiences are delivered through 3 service delivery channels: the organization’s    peopleplaces and processes.

 

PEOPLE are any organization’s greatest asset-be deliberate about how your people are supported

PLACES speak volumes about what an organization values; ensure all of your spaces tell the correct story

PROCESSES can make or break the best intentions; design them to support your cultural standards

 

What messages is your signag sending?

CUSTOMER EXPERIENCE SIGNAGE CHECKLIST

Would you like to learn more about how our Customer Experience Model will help transform your organization, shape your culture and operationalize your brand?  Contact us!