EVERYONE MUST LEAD FOR THE CUSTOMER. TOP DOWN. GROUND UP.

Our Leadership and Staff Development services are designed to actively reconnect your people to their customers.

That’s because in public service organisations your people represent a critical business resource, as the providers of the service your customers experience on a day-to-day basis. Perhaps unsurprisingly, it is now acknowledged that happy and motivated employees deliver a better standard of customer service, although it is often the case that leaders do not give this principle the attention it deserves. Which is why JOURNEY’s focus in Leadership and Staff Development is consciously ‘top-down’, starting with the senior leaders in the organisation.

Building on the foundation of the organisational vision and values, these services seek to create a clear Customer Leadership Brand for the organisation, designed to meet customers’ expectations and around which employees at all levels of the organisation - and the people systems and processes that support them - can be aligned.

Customer Leadership is an ethos that should run through the veins of the organisation where all employees are empowered and enabled to do what they have to do to meet customer expectations and to enhance the customer experience. The Customer Leadership Brand captures this in a cohesive way that defines the type of leadership that the organisation requires in order to meet its vision and its customers’ expectations. It therefore becomes an extension of the organisational vision and values (internal) and brand & identity (external) which, once aligned across all levels of the organisation, serves to ensure that the business is capable of delivering on its promises.

Our Management Services are designed to engage leaders in establishing an effective Customer Leadership Brand for the whole organisation, capable of extending beyond the individual and defining ‘the way we do things around here.’ The starting point of our work in this area is usually focused upon coaching and facilitating the senior leaders in the organisation to establish the importance of creating a unique ‘brand’ of leadership and to establish their commitment to it. Once this commitment is achieved, ongoing coaching of senior leaders, along with individual and team coaching of leaders across the organisation, enables the leadership brand of the organisation to be defined and developed. Once achieved, the personal values and observed behaviours of leaders can be assessed, individually and collectively, against the requirements of this branded approach and developed to (re)align their individual competencies and behaviours as required.

Our Staff Services are designed to extend these principles to employees at all levels of the organisation. Specifically they seek to energise all employees to adopt a Customer Leadership Commitment that promotes a shared ownership of and accountability for the customer experience. This improves the effectiveness of the services they deliver to their customers and minimises wasted time and effort in the process. These services include the development of attribute frameworks, customer behaviours  assessment and development and customer alignment workshops, along with interventions designed to enhance employee capability and performance.

Finally, JOURNEY also supports the development and alignment of People Systems and Processes that ensure that the branded approach is embedded across the organisation and that strategic decisions associated with the People Strategy align employee and customer expectations and are reflected in HR policies, processes and practices. These services - which include People/HR strategy development, system and process alignment and project management - are delivered in a way that builds the capability within the organisation, now and in the future, to embed Customer Leadership At All Levels and the individual leaders and teams across the organisation that will bring it to life.