Each organisation is different so we fit our consultancy to you.  You may well know what your customer culture is and just want to check that it’s embedded within your organisation.  Or perhaps you are looking to do something different that will set you above your competitors.  Whatever it is, we will support you in achieving excellence.

You can choose whether you want a phase 1, phase 2 or phase 3 product.

Phase 1

Dependent upon the size of your company, a qualified team will spend up to five days testing out your customer culture.   We will speak to your employees at every level – including senior directors or members of the Board.   From running focus groups to 1:1 interviews; from staff questionnaires to mystery shopping, we will get to the heart of your company’s attitude to your customers be they external or internal to the organisation.    

A comprehensive report will be produced which will highlight the areas that you do well and those where there could be some improvement.  From then it’s up to you. 

Phase 2

If you want our help in implementing any changes then we can provide a custom-made programme that will address the issues raised.  We can provide a core set of staff training programmes, individual mentoring; work with senior staff in embedding organisational change.

Phase 3

And then, when you want to see how well your organisation has taken up the challenge and altered its behaviour, we can do call-backs:  checking out with staff who had training the difference it has made; running a mini-review with focus groups and individual interviews; undertaking follow-up questionnaires.

If you like what you see here, think you understand what we do and want to hear more, then get in touch with Corramba to make your company fit for the 21st century customer.

Assessment

The team will agree with you the level of assessment you require, dependent upon the size of your company and the outcomes you want.    We recommend that any review should go across the width and depth of an organisation so we would anticipate interviewing the Managing Director or Chief Executive, for example, down to the shop floor worker or fork lift truck driver.

Interviews will take a variety of forms from sectional or cross-sectional focus groups, through individual interviews.  We will employ techniques such as action sets and rich picture work.  This can be done over a timescale to suit you.  We can speak to people outside of the 9.00-5.00 routine if necessary.  We would observe your company in action, consider documents and policies which are important for you.  We have the option of producing a questionnaire which either you, or we can administer.

The number of days and team members allocated to the assessment will vary depending upon your size and needs.  Your staff will be safe in the knowledge that whatever they say is confidential and non-attributable and you will be confident that whatever we report back is robust as it would have been verified by more than one source.

The report will identify areas where you are doing well and those that are in need of improvement.  There will be suggestions as to how your can fill the gaps and it will be up to you whether you take the suggestions further.  We will recommend that the report, or key points, is shared throughout the organisation.  If required we can help you present what could be some sensitive and difficult issues.

As part of the report we will provide an outline of any training and support packages that we think are appropriate and an option to have a call-back to establish how well the culture change has become embedded within your organisation.