Since Ideba was founded almost a decade ago, we’ve always prided ourselves on great customer service. In 10 years, we’ve never missed a client deadline, even with some crazy timelines… and have maintained an average customer satisfaction score of between 93 and 97% – no mean feat in a service industry with high expectations.
Since inception, we’ve conducted hundreds of research studies for clients in technology, healthcare, legal, financial services and manufacturing. One thing we hear consistently is a struggle to differentiate – messaging, services, value proposition, etc. It’s a constant challenge to stand out from competitors in a highly competitive marketplace in an increasingly noisy world; where we’re constantly bombarded with advertising.
So we decided to practice as we preach, and bring our client service standards to the marketplace, so that others might benefit. Over the past 18 months, we’ve worked with consulting firms, law firms and technology companies to up their game in this area. We’ve developed “white glove service training”, customized by client, based on four steps, designed to help rapidly shift the way employees interact with their customers:
- Observation – first-hand experience observing employees in the workplace, and how they engage with customers. A key step in evaluating the service experience from the customer perspective
- Development – designing bespoke training that delivers on end-customer needs, to elevate the service experience, in a sustainable, ongoing manner
- Delivery – in-person training, using interactive techniques to engage customer-facing employees in a manner that helps training to stick
- Monitor and measure – ongoing effort to evaluate impact of training via in-person observation, and semi-annual refreshers – to ensure that established standards are being met and/or exceeded
So if your firm is looking for new ways to differentiate, to raise the level of service you deliver to your customers, and add more value to customer relationships, please drop me a line at firstname.lastname@example.org I’d welcome the opportunity to learn more about your needs.
– David Sly, President