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A successful change cannot be one that is imposed. Because of this, the deployment of the Experience model must absolutely seek maximum ownership by the teams on the ground. They must understand the reasons for the transformation, take ownership of the model and embody it on a daily basis. This is the whole point of the local experience project: a local variation and adaptation of the model, driven by management and supported by the teams.
Setting up a local experience project means inviting managers to change their operational management and their commercial leadership of their team to put the new experience model at its heart.
Eminently empowering, the approach consists of appropriating the experience model (service attitudes, the promise, the moments of truth) in order to integrate it into their day-to-day actions and therefore into the day-to-day actions of their team:
Putting the new Experience model at the heart of daily management action in the field is the objective to be reached in order to make the transformation real and perceived by the customers.
The local Experience project is based on a suite of tools and methods that we compile together. It is a synthesis of everything your managers and employees need to initiate the transformation, and is based on:
The kit is therefore made up of tools specific to your managerial uses, enhanced by the key elements of the project and which can be completed and reinforced by specific tools from the Académie du Service.
Because transforming a customer culture is still too often an abstract effort, the local Experience project serves to guide and structure the action of Managers. It is also an illustration of the importance of supporting the teams in the field.
Enhanced by Lookey, the Client Experience management application developed by the Académie du Service, the local project becomes mobilizing, concrete and even fun. For managers and teams alike.
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