"Scores on the Board™ enabled us to better engage
with our customers and continuously improve our
performance. The system generates high levels
of employee engagement which translated directly
into increases in customer loyalty and sales growth.”
Glenn O’Bryan
State Manager Retail,
200 Retail Outlets
POST
Organisations that use Scores on the Board™ have achieved increases in their customer
experience and loyalty levels
of up to 25% within 18 months of implementation.
The rate of product innovation and imitation continues to increase across every
major product type in the world. Consumers and business customers are faced
with increasing choices and little in the way of identifiable product differences.
Increasingly organisations are looking to differentiate themselves on the basis
of the experience that customers have when buying and using their brands and
products. While head office staff work on strategic initiatives to re-engineer customer
service processes and to measure customer experience and loyalty, there
are a number of practices and processes that front-line team managers can quickly
adopt and implement that can have a dramatic impact on improving the customers
experience and loyalty in a short period of time.
Following the 3 hour Scores on the Board™ Workshop team leaders can immediately start to implement the system. As the team members actively participate in building their team’s vision for the perfect customer experience, setting specific customer experience goals and creating and implementing their actions they become immediately more involved and feel more valued by each other. They also build their individual skills in the areas of communication, creative problem solving, customer service, team work, action planning and their specific job competencies. These are built upon and improved over each Scores on the Board™ cycle with the leader being able to access their Scores on the Board™ Coach for support in using the system.
Implementing Scores on the Board™ will deliver a bigger improvement in customer experience and loyalty than going it alone or investing the time and money developing from scratch a specific program to increase customer experience and loyalty.
For more information on how Scores on the Board™ works or how to become a Licensed Consultant please CONTACT US