Without customers, we cannot succeed as a business. They are our life blood. And they must be the facet around which all our dealings revolves. We work with our clients to ensure that their customer (and supplier) interaction is consistent, effective and productive.

Key areas in which we deliver:

Attitude
Ask yourself this. Ever wondered why some members of your team will answer a colleague's ringing telephone when others don't?

We will explain all. More than that, we'll help you to build a genuinely customer-centric team. A team that thinks like a customer and recognises excellence.

The attitude of your people is a fundamental part of a business' success. We support our clients in promoting a positive "can do" attitude in their interactions. We look at how individuals, in every part of an organisation, have a key role to play and encourage every individual to identify how to "make a difference" in their customer dealings. We offer a range of tools and support to help your organisation develop this approach as a prevailing mindset.

For a thought piece on the tensions between customer focus and internal process, feel free to download this document or podcast.

Moments of Truth
Based on the original work of Jan Carlzon at Scandinavian Airlines and the subsequent research of Albrecht and Zemcke, we identify the "moments of truth" applicable to your organisation; those interactions that are critical in determining whether a customer thinks highly of your organisation or finds it wanting.

You may be surprised to know that your views as to what these critical interactions are and what your customers think may differ.

Customer and Key Account Management
For clients focusing on building and sustaining effective long term relationships with customers, we support in the development and effective operation of practical and effective Key Account Management strategies and approaches. We help your account teams to identify what type of relationships they have with their customers - from arms length and managed supplier through to partnered supplier - and how to develop these relationships.

We run competitive landscaping and value web workshops with your account teams, further developing their capability to see a customer's environment and market as the customer sees it. This shows them how to add real value and differentiate from competitors by identifying and building propositions that they can work on jointly with their customers.

In addition, we help your people to develop Trusted Adviser relationships with their key accounts, identifying when a customer is looking for a confidante and someone to help them not only to identify the solution but to define the problem. Very quickly, we'll demonstrate how you'll be on the speed dial of your main customers' mobile and office phones.

Recently, we have designed and currently run a number of very successful Key Account and Customer Relationship programmes for blue chip clients and professional services organisations.

Financial Services Regulatory
We offer a comprehensive range of supporting modules within the fast-changing Financial Services Regulatory framework.

Here is a flavour:

• Training & Competence
• Sales process design, review & implementation
• Senior management systems & controls
• Assessment centre design & implementation
• Mystery shopping
• Systems training
• Project management on regulatory-based change projects