Stage 1:

Visioning exercise with the board
Defined commercial landscapes including financial and reputational targets and objectives
Internal communications plan to communicate this to the heads of department.

Stage 2:

Values and client experience workshops with employees
Including:

Moments of truth
Client journey plotting
Values footprint

Stage 3:

Commissioned research
Client focus groups
Mystery shopper experience
Customer feedback
Employee survey relating to values

Stage 4:

Evaluation
Viability studies
Schedule of changes including process, automation, behavioural and client interactions

Stage 5:

Implementation
Automation and personalisation
Client journey touch points prioritised
Training programmes
Visuals etc to embed into culture

Stage 6:

Feedback and metrics
KPIs set
Created ‘Client Service Champions’
Reporting mechanisms
Leveraging feedback online through various platforms
Internal and external PR
Awards and industry accolades
Emphasis from board of metrics related to client experience

Stage7:

Cross silo approach

Link to HR:

Internal values embedded at recruitment, induction, training schedule, appraisals and reward and recognition programmes
Employee engagement programme

Link to Marketing and Comms:

Brand values linked to internal values
Messaging and tone of voice across all platforms

Link to digital:

Online experience
Integration of automation
Statistics and analysis