Create the positive climate which makes change easy
Gets to the heart of issues
Creates a living breathing action plan
Supports staff led change
Introducing The WOW Programme
The WOW programme draws its tools and techniques from our WOW SystemTM which is full of business success tools and techniques. Each WOW programme is designed specifically to deal with the business challenges and this is done in collaboration with the Leadership team using our evidence based approach. We create a living breathing action plan that is our map for the WOW programme and the direction of travel for the whole business.
We use a five star framework S.E.R.V.E. with behaviours at its heart as most challenges in business involve people’s behaviour whether positive or negative.
You will be amazed how quickly change takes place as positive change energy creates a ripple effect throughout the whole business.
A more positive workplace atmosphere changes the way your team perceives work and the impact is not only a better place for your people but positively impacts their relationships too.
How we can help your business
Improve Customer Experience
We worked with a large airport and positively impacted their customer experience. Customers were leaving lots of positive feedback about their experience and they achieved their highest ever customer satisfaction.
Improve Customer Satisfaction
Increased customer satisfaction from 68% to 96% over a period of 6 months for contact centre.
Improve Trip advisor scores
We identified the weak areas in the guest experience and created a programme which directly addressed these areas moving the organisation from 2 out of 5 to 4.5 out of 5 over a period of 3 months.
We identified the sales blockers and changed their sales process with these blockers removed and company had their best ever quarter. Sales increased by 73% while we were still delivering our programme. Collaboration was key in this programme.
Improve Sales Conversion
We worked with a contact centre where their conversion rate was for every 19 calls they made they achieved 1 sale.. We designed a new dialogue with them and focussed on communication styles to deliver a much improved sales conversion enabling them to have a 5 calls to 1 sale ratio in 2 months.
Improve Rankings in your sector e.g. Automotive
We designed a programme to improve scores on KPI’s which included sales, customer and staff experience – they moved from number 17 to number 1 in less than a year. A second dealership moved from number 72 to number 6 in 18 months eventually moved to number 1 in the UK in the next 12 months.
Reduce Customer Complaints
We worked with a global contact centre and we helped to reduce complaints by 20%.
Increase Employee Engagement
We designed a programme which positively impacted employee engagement and personal development moving the employee engagement scores from 23% to 86% over a period of 6 months.
Organisation been through a change programme already and needed to sustain it through coaching training
We developed a bespoke coaching training package for this organisation to encourage coaching conversations leading to even better results and which was sustainable.
Gain an Award like IIP or a Customer Service Award or Best Place to Work
We can design a programme to give you the evidence you need to apply for your chosen award.
“The WOW programme team had a very positive effect on how we do things and staff now say that communication has improved between departments and they are co-operating better with each other resulting in an increase in staff motivation and willingness to help others.”
“We were struggling in the many different areas you addressed for us and your training made a huge impact on our results which have continued to increase month on month”
“I am pleased to report that our customer satisfaction scoring has improved with the help of Liz and her team, two of our sites are currently leading the league tables for Scotland and the UK”
Book a complimentary consultation today
Let’s talk about the challenges you are facing- this is a confidential service where you get a chance to share with us what are the burning issues you want to deal with.