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Managing Complex Change for Customer Experience Improvement

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Transversal Ltd
Transversal Ltd

Presenter: Mike Ashton, Ashton Brand Consulting Group Event: Transversal's Customer Experience Seminar Date: October 25 2013 Location: The Ritz Hotel, London.

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From drawing board to delivery How to effectively manage change within you organization Mike Ashton, Ashton Brand Consulting Group Customer experience seminar – Oct 2013
ABCG: Customer experience specialists Design Delivery Training
Customer experience improvement: Leading complex change Visible service performance Internal management challenge
Starting point: Relevance & Consistency of brand experience
Catalyst Acquisition Performance Leadership
Catalyst Shared vision Brand proposition Product •Work •Enjoy •Relax Helping guests be at their best Anywhere in the world 24/7 Business never stops. Nor do we Consistency & trust Unrivalled global distribution
Catalyst Align Plan Financial case Corporate goals 1-1 persuasion Focus Engage Tools Assess
Catalyst Align Plan Objectives Milestones Time & costs Leadership Infrastructure Focus Engage Tools Assess
Catalyst Align Plan Focus Engage Tools Assess Prioritise Investment Dependencies Finance Annual Customer Plan Sales & Marketing HR Customer Experience Delivery Ops IT
Catalyst Align Plan Focus Engage Language Involvement Momentum Brand Building Blocks Consistent Hassle Free Personalised Hilton Moments Next Step on the Journey
Catalyst Align Plan Focus Engage Support Training Tools Process
Catalyst Align Plan Focus Engage Support Assess Financial Brand People GLOBAL MEASUREMENT QA TMOS SALT Quality survey Team survey C-sat survey Profit Impact Remuneration
ABCG LaunchPAD: Planned & managed process GAP ANALYSIS Paint a vivid $ picture START (Catalyst) Align Plan Cash Current position Team Tools END GAME Required performance Time Milestones: What, by when & by whom. Implications & contingencies Engagement: Communication, involvement, continuity, visibility, momentum
And finally, as the great man once said..... “If things seem under control, you’re just not driving fast enough”

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