QUESTION: JUST HOW CUSTOMER-ALIGNED IS YOUR ORGANISATION?

All too often the phrase ‘we need to become more customer focused...’ gets used without its real meaning and potential consequences being fully recognised – i.e. that all of our people and all our processes must be aligned to delivering for our customers.

In the challenging times ahead we need a simpler principle against which to shape the future: In short, service is about what you do and how you do it – delivered by ‘people’, supported by enabling ‘processes’ - for customers.

Getting this level of customer alignment to exist throughout the organisation at all levels, on all occasions and on a consistent basis is really hard work. This is why JOURNEY operates within a development framework that takes the benefits of ‘customer thinking’ into a single, unifying development process with practical applications and outcomes in mind.

JOURNEY’s Core Service Offerings

Cultural Change
Ensuring everyone in the organisation is energised to deliver consistent, high quality services in the way the public wants to use them.
Leadership & Staff Development
Enabling individuals and teams to think and lead for the customer in all that they do everyday – giving them the skills, capability and confidence to deliver great service.
Service Improvement
Using customer understanding and insight to improve the effective, efficient and consistent delivery of your services – as experienced by the public.
Customer Planning
Ensuring that ‘the Customer’ is front and centre within the organisation – from planning an approach, to identifying priorities, to disseminating knowledge and continually evaluating delivery.

JOURNEY’s own service offering is focused exclusively on supporting this ‘what’ and ‘how’ principle.

Our consultancy services can be commissioned across four broad areas – Cultural Change, Leadership & Staff Development, Service Improvement and Customer Planning.

By developing a more unified and customer-focused ‘vision and values’ our services are designed to:

Guide leadership teams in shaping overall direction, and:
Ensure true employee engagement in delivering great service, and:

Provide a wider assessment of an organisation’s routes to effectiveness and productivity, and:

Embed the development of ‘people and processes’ in a common understanding of the needs and expectations of the customers we serve.

An overall process that requires the evaluation of performance and value creation from a customer’s perspective.