| ||||||||||||||||||||
|
" The Empathy Audit John trained us to conduct at HSA was one of the most insightful exercises that the company has ever undertaken. " To answer the question ‘How does it feel to be a HSA customer’, honestly, is probably the most difficult and frightening of all! However, the continued success of our brand is dependant upon our complete understanding of this Customer Experience. “John’s ability to bring both qualitative and quantitative elements together in a relevant and scientific way made the Customer Experience very tangible for everyone at all levels throughout the organisation. “We were particularly impressed by John’s personal commitment to identify all those root causes that were driving a range of behaviours at HSA. John’s understanding, dedication and attention to detail gave HSA a personalised and tailored solution so that the results were especially relevant to our needs. “Working closely with an HSA team trained by John in the auditing techniques, a full and rigorous audit of empathy within the organisation was undertaken. This gave a full 360-degree perspective to the final results, which ensured HSA received a personalised and tailored solution with recommendations that were especially relevant to our needs and of great interest to the Board. “The final audit was refined and delivered in such a fashion that it left no doubt about the strengths and shortfalls of our service at the time. It also, more importantly, provided a valuable understanding into the cultural and practical solutions that needed to be adopted. " |
|
|
Mark Woffenden, HSA insurance |
|
I have worked with major Blue Chip companies (typically at Board level), usually catalysing a change in their entire approach to Customer Service to bring in the 'human element', as well right down to 'the corner shop' level of small business..
" Dear John, thank you for a fascinating insight into how it feels to be a customer of Toyota. Senior management feedback has been extremely encouraging, being both positive and enthusiastic. It was pleasing to witness the level of debate that very quickly developed from the audit's findings. We are looking forward to continuing this work in developing customer empathy with you. "
Mike Mead, Sales Director and Fiona MacMorris, Manager Customer Relations
Blue Chip Clients include:
|
"On behalf of the HSA Customer Services Management Team I would like to thank you for the quality of work produced by yourself over the last few years. Your support and encouragement in helping us shape the way we deal with customers has seen our empathy score rise from an average position to levels that show we are communicating with our customers in a way that we are truly proud "I would be happy to recommend your services to other organisations who have aspirations to develop and improve customer service interactions using empathy as their measurement" |
|
|
Mark Hamson Customer Services, Manager HSA Simply Health Group |
|
Small Business include:
-
Voyager Enterprise
-
Ideal Solutions
|
"WOW you should definitely talk to John - his help and insight has been invaluable. He has a unique ability to help me see the big picture and combine logical and creative aspects together. John has a easy-going yet powerful, supportive style " |
|
|
Alex Hamnett, the Voyager Enterprise |
|
| What's the quickest, most powerful and cost-effective
way to WIN Customer Loyalty ? ...capturing the hearts , as well as the minds, of your customers! |
| "As a result of the economic
slowdown, business leaders are focusing on the central role of customer service to simultaneously lower costs and
build customer loyalty. The loss of a profitable
customer, or a potentially profitable customer, is expensive and
preventable." 29th April 2009 Michael Maoz, VP Gartner Inc. PRNewswire |
| 'Customer Fatigue' is getting worse - we customers just won't stand for it when it's wrong, and just because it's 'right' doesn't mean we're going to stay either! |
| ...you must know by now
that Customer Satisfaction is NO LONGER enough... Customers have to love doing business with you! |
| "The truth of a thing is in the
feel of it, not the think of it" Stanley Kubrick |
Home - Overview Empathy Audits Empathy Consulting About John Contact