Individual Performance & Effectiveness
Customer Journey Mapping
- Greenladder maps the touchpoints that your customers experience with your organisation and explores the underlying customer psychology at each stage in their journey.
- Included here are the various external as well as influential factors that influence their experience and decision process.
- The Customer Journey map is developed in an iterative process by engaging with your senior management team.
- We also recommend that we conduct research amongst your customer base to shed light on the customer’s experience of their journey with your organisation.
- The Customer Journey Map provides the framework that provides us with the insights to enhance the Customer Experience.
Customer Journey Innovation
- Using creative thinking strategies, Greenladder facilitates the generation of innovative ideas to improve your customer’s experience.
- We adopt a systematic approach whereby we examine each stage of the journey to determine where opportunities exist to better feed into the key needs and concerns of the customer and meet them on their terms.
- Ideas are plotted on a matrix of potential impact against ease of implementation, before selecting which ideas to implement.
- Greenladder then facilitates implementation to ensure that your organisation derives the maximum potential benefit from these innovations.
Corporate Strategies and Scorecards
- Corporate strategies are notoriously theoretical and academic, such that they have little meaning and relevance for most employees and do little if anything to guide their daily activities.
- Greenladder helps to encapsulate strategies into meaningful roadmaps.
- We clarify the roadmap and relevant milestones in Scorecards for the organisation as a whole as well as the various departments and functional areas that play a role in driving the organisation to its destination.
- We develop Corporate Strategies and Scorecards in a way that they provide the organisation with a clear and meaningful sense of direction.
- Our marketing strategies are based on the development of a customer segmentation framework that differentiates customers on the basis of their needs.
- From here, we address all elements of the Marketing Strategy such that they align the customer needs with the organisational offering.
- Our Marketing Strategies include the establishment of a positioning relevant to the customer segmentation, outlining of appropriate messages to different segments and the optimal media usage to communicate these messages to address customer needs and priorities.
Customer Experience Research
- Our research into Customer Experience yields valuable insights into the customer’s experience of the touchpoints in the Customer Journey.
- It also provides us with an understanding of the customer psychology by exploring the customers’ priorities, needs and concerns.
- Both qualitative and quantitative research methodologies are used.
- Results of Customer Experience Research are used to ensure that interventions designed to enhance the Customer Experience are focused on relevant issues.
Employee Engagement Research
- A great Customer Experience depends largely on having engaged employees who are focused on expending their time, energy and creativity on what matters most to customers.
- Our research on Employee Engagement therefore provides insights into reasons why and areas where employees may not be providing exceptional customer service.
- Understanding relevant issues from both the customer’s perspective and the employee perspective enables us to see the full picture, from where we can home in on key factors to be addressed.
Individual Performance and Effectiveness
- Individuals reach fresh insights into the key priorities of their job,
- Individuals develop inspiring new approaches to deliver against these priorities
- Key focus areas are derived from
- Strategic priorities for the business, and
- Individual strengths to be leveraged
- Time and resource allocation with respect to focal points are reviewed
- Creative thinking is applied to business challenges to generate innovative solutions
- Potential for more effective collaboration – internally and with external parties are identified to optimised the individual’s effectiveness
Goal Setting for Individuals
Both a top down and bottom up approach are used to feed into goals that are set for individuals:
- Once corporate priorities have been established, individuals need to understand how their contribution feeds into the achievement of organisational goals.
- Knowing how their work contributes to organisational goal achievement and the resultant sense that it is valued, is fundamental in motivating employees.
- Individuals need to have an opportunity to name their strengths and explore how these strengths can be leveraged for the good of the organisation.
Performance Management typically does not deliver against its stated objectives. Experience has shown us that this is due primarily to inadequacies in:
- the quality of KPI’s set and
- performance review conversations between managers and their direct reports
Greenladder addresses these gaps by
- facilitating the establishment of meaningful KPI’s, including both qualitative and quantitative performance indicators, and
- providing a framework and coaching to managers on how to have constructive conversations around performance.
- Reward is a vital lever in motivating and aligning performance.
- The wrong reward strategy can be very destructive whereas a simple and transparent reward strategy that acknowledges the right behaviour can have a significant positive impact on performance.
- The key to ensuring that incentives are meaningful to individuals is to base performance incentives on the priority contributions that individuals make.
- The performance measures we use in designing performance incentives may therefore be either qualitative or quantitative, but Greenladder structures these measures so as to ensure reliability and validity.