Results
Detailed insight, Real improvement
- 96%
96% Rated training as excellent
We’re committed to making sure that all our projects bring sustainable results. That’s what our clients want – and it’s how we develop lasting relationships with them.
We take time to understand your specific needs, to get to know you and your business, and to tailor all our interventions with a focus on the outcomes that matter to you.
The development work we design and deliver is equally focussed on achieving long-term improvements, rather than just quick fixes. We know we’ll deliver you fantastic training and coaching that will engage your people – but we also know that the initial buzz from attending high-energy training isn’t enough.
Through our diagnostic services, we deliver highly detailed insight which is immediately practical. We unpack behavioural strengths and the specific areas which will help you achieve real change. We explore your current culture, working practices and priorities to help identify key levers and barriers to making change last. When we report back to you, our presentations are interactive and discursive – we take time to make sure our findings and recommendations are thoroughly explained and understood and to build consensus on how to move forward.
So we work with our clients up front, to make sure we agree shared objectives – understanding the change you want to drive, exploring how you’ll recognise and measure that change, and jointly committing to getting you to where you want to go.
%
Improvement in customer satisfaction within 6 months
Case studies

Shifting to value-adding Business Partner model
The challenge: We worked in partnership with the Quality Team of this leading media organisation over three years. During that time, they revolutionised their approach to coaching and quality monitoring, changing the role of the Quality Team from checking and...

Transforming customer experience for complaints
The challenge: A major credit card provider with a very large complaint handling team wanted to change the customer experience they delivered through their complaints process. They had a strong reliance on standard wording and written...

Delivering world-class service in a new competitive environment
The challenge: A leading water company was facing the challenge of establishing itself within the new world of competitive supply to business customers. With many operational and system requirements to deal with, they also set out a vision to deliver world-class...

Revitalising and rebalancing quality auditing and coaching
The challenge: A leading financial services company was strongly focussed on compliance and internal process adherence. They recognised they had developed a narrow view of customer experience in their operational areas – focussing on elements that were essential...