Kerry and Kelly proudly showing off The Book of Love containing thank you letters and compliments
A large independent operator knew that customer retention was key to the organisation’s growth and wanted to establish a culture of “putting the customer first”. But there was a gap between this aim and their actual working methods, behaviours and attitudes.
We put in place a series of enlightening customer-centric workshops which had a theme of “if this was your parents, what would you want to happen?” As a result of this coaching: