Emotional Culture
Building High Performing Teams &
A Consistently Great Customer Experience
Contents
01 Background Summary
02 The Workshops
03 Our Approach
04 The Benefits
05 Our Team
06 Testimonials and Delegate Feedback
07 Cost Investment
01
Background Summary
The Emotional Culture Deck (ECD) is a trusted and highly effective tool used by some of the world's most successful organisations to stimulate face-to-face conversations and drive behavioural change to enhance team performance.
Used by 400,000 leaders in over 60 countries at United Nations, Amazon, Disney, IBM, Netflix, Uber, IAG, Xero, PWC, Toyota.
Utilising the ECD we propose to create two workshops. An Emotional Team Culture Workshop to cover self awareness, individual desired feelings and group collective feelings, team empathy, behaviours and actions required to drive team success.
A Customer Experience workshop to include personas, desired customer feelings, empathy, behaviours and actions to help deliver a consistently great customer experience.
02
The Workshops
We propose to create, prepare and facilitate two bespoke workshops for selected employees up to 16 people for each workshop.
The first of the workshops will focus on emotional culture, followed by a second workshop ideally within a 2/3 week time period to focus on how to deliver a great customer experience consistently.
We use the Prosci ADKAR model to support behaviour and culture change:
The workshops will be facilitated to promote conversation and support the enablers of change; awareness, desire and knowledge for both the Emotional Culture and Customer Experience workshops. If you would like more information on the 3 stages click on the arrows below.
Benefits of this stage
- Understanding of what is and isn't working
- Able to communicate problems and find options
- Focus attention on the most important reasons for change
Potential outcomes if not adopted
- Low adoption
- Debates over the reason to change
- Spread rumours and misinformation
- Denial of change
Desired outcome
- Employees feel Supported
Benefits of this stage
- Reduced risk of failure
- Better engagement of employees
- Build momentum and address fears
Potential outcomes if not adopted
- Low staff morale
- Employees do not participate/support change
- High staff turnover
Desired Outcome
- Employees are Engaged
Benefits of this stage
- Employees gain knowledge and new techniques
- Employees think as a team and share information
- A coherent message is consistent across the business
- Removal of barriers
Potential outcomes if not adopted
- Limited knowledge and skills
- Silo- based operations
- Clueless during transition and non effective in future state
Desired outcome
Employees want to continue to learn
Each workshop will combine a combination of conversation, discussion, collaboration and group based exercises using the emotional culture deck.
Emotional Culture Workshop
- An introduction to self awareness
- What is emotional culture and an introduction to the emotional culture deck
- Define individual current state using the emotional culture deck
- Identify individual future state to support success
- Define collective group top 5 undesired feelings using the emotional culture deck
- Define collective group top 5 desired feelings using the emotional culture deck
- How we get there - behaviours, rituals and actions
- Completion of the emotional culture canvas
Customer Experience Workshop
- An introduction to customer experience and the link to emotional culture
- What contributes to a bad customer experience
- Introducing the personas
- What makes a great customer experience
- Barriers and challenges
- How we get there, behaviours, rituals and actions
- Customer Ambition
We propose the workshops to start at 9:30am and end at 4:30pm and suggestions would be two groups of 16.
The above outline of the two workshops can be tailored to support any further specific requirements.
03
Our Approach
A meeting with key stakeholders to discuss content, specific objectives and any amendments to the workshops. Dates of the workshops to be discussed and confirmed. Acceptance of proposal including the confirmed dates of delivery.
Create and prepare two bespoke workshops on Emotional Culture and Customer Experience to support self awareness, team performance teams and a great customer experience.
Emotional Culture workshops will be facilitated by Rebecca with a maximum of 16 people per group.
An emotional culture canvas to support future desired state will be created at the end of the emotional culture workshop and discussed at a key stakeholder meeting. A follow up ECD framework will be shared to help support the full ADKAR model and support colleagues with their ability to implement the required behaviours and to help reinforce and sustain the required changes.
Customer Experience workshops will be facilitated by Rebecca to the same two groups.
We will collate all information and create a Customer Ambition to support ongoing ability and reinforcement.
A debrief meeting will be held with key stakeholders to discuss the workshops, customer ambition recommendations and next steps.
04
The Benefits
Some of the benefits of the workshops that we would hope are immediately apparent.
Emotional Culture Workshop - Participants will have an awareness and understanding of the impact of their emotions, including:
- Top five emotions that their success relies on them feeling
- The impact of undesired behaviours
- Top five undesired feelings that they may feel from time to time
- How to support team emotions
- Examples of behaviours, rituals and actions to take forward to drive success
Customer Experience Workshop - Participants will have an awareness and understanding of the impact their behaviour has on the customers experience, including:
- An understanding of the impact of emotions on the customer
- Collective Top 5 undesired feelings they don't want their customers to feel
- What contributes to a bad customer experience
- Two personas bought to life and their specific needs
- What contributes to a great customer experience
- Collective Top 5 desired feelings they would like their customers to feel
- Walking in The Customers shoes as they interact with the organisation
- Examples of behaviours, rituals and actions to take forward to improve customer experience
- A collective team 'Customer Ambition'
If the ADKAR model is embedded and the participants are supported with both the ABILITY and REINFORCEMENT stage, potential longer term benefits could include:
- Improved Customer Satisfaction: Colleagues are more aware of their emotions, they are better able to handle challenging situations with customers, defuse conflict, and provide more empathetic service. This can lead to increased customer satisfaction and loyalty.
- Enhanced Communication and Teamwork: Colleagues are able to communicate more effectively with their teams, build stronger relationships, and foster a more positive and collaborative work environment.
- Increased Employee Engagement and Retention: Colleagues are better equipped to understand and respond to the needs of their team, leading to increased engagement and job satisfaction. This in turn, can lead to lower attrition and reduced recruitment costs.
- Improved Decision Making: Colleagues are able to make better decisions by considering the impact of their emotions on their thought processes.
- Greater Resilience and Adaptability: Colleagues will develop greater resilience and adaptability, allowing them to better cope with stress and change in the workplace. This can lead to improved performance and greater job satisfaction.
- Positive Organisational Culture: Colleagues will have the ability to help to create a more positive and supportive team culture. This can lead to improved morale, increased productivity, and a stronger reputation for the team within Marsh.
05
Our Team
Rebecca Holliday and Leonie Williams
Rebecca and Leonie are co-founders of Customer Service Solutions. They worked together for 8 years at The Institute of Customer Service, inspiring leaders of pan sector organisations across the UK. Working with over 100 organisations to improve their service they have over 20 years strategic and operational experience in service transformation.
They set up Customer Service Solutions to offer organisations flexible, cost effective tailored support without membership fees. They have been challenging the current status quo and bringing the latest innovation and tools from around the world. Their aim is to support organisations to lay down solid foundations and embed a customer centric culture to enable sustainable growth.
Rebecca and Leonie are proud to have been selected to sit on the judging panel for the highly renowned Awards International. They have both been judges for the UK Customer Experience Awards two years running.
Rebecca is an award winning, customer culture specialist. She has a proven track record of successfully leading, engaging and motivating a variety of teams to embed a customer culture. Rebecca began her career with Thomson Tour Operations and was responsible for guest experience within their A La Carte brand. Moving into a leadership role for a distinguished travel company Going Places, she went on to win awards for her role in leading their service transformation. She spent 8 years working for The Institute of Customer Service, inspiring leaders and supporting organisations before Co-Founding Customer Service Solutions. In January 2023 she became a certified practitioner of the Emotional Culture Deck in partnership with Riders and Elephants.
Leonie has received numerous accolades for her ability to challenge the norm and optimise opportunity. She began her extensive career working for a Waitrose and moved into a strategic service role for the global hotel chain Hilton Hotels.
Her passion for 'customer' runs through her DNA and was demonstrated on numerous occasions, whilst working for The Institute of Customer Service. During this time Leonie has worked with a wide range of sectors and business environments, supporting their service transformation. Highly skilled at co creating, engaging and innovating customer service strategies to drive an enhanced customer experience. In 2023 Leonie has been ranked 14th top CX Professional by the industry leading Customer Experience Magazine.
06
Testimonials and Delegate Feedback
Client Testimonials
The Orbit Group were looking to develop a new people and culture strategy with a particular emphasis on customer service. Leonie and Rebecca ran a strategy workshop with 20 leaders from across Orbit to initiate this piece of work, establish a baseline, share ideas and consider priorities. They ran a well structured and high energy session that got people thinking from different perspectives and start to identify the building blocks of a new strategy for the organisation. Using models they had developed, they wrote up the findings from the day in a structured way which clear recommendations. This piece of work helped engage leaders in a key initiative for Orbit and kick started what aims to be a significant piece of work for the organisation.
Charley Gibbons , Customer Experience Director - Orbit Group
I just wanted to let you know about the incredible feedback I have received after the 3rd session today. My team has said it has been the best workshop they have ever been on and everyone absolutely loved it and felt inspired. I can only thank you for the effort & support you have shown throughout and we are extremely excited for the final workshop on Monday. Thank you!
Michelle Chance, Regional Manager - Commercial
Delegate Feedback
97% of all delegates have given the workshops utilising the Emotional Culture Deck 5 stars
100% would recommend the workshops to others.
One word INSPIRING’ Wow and Wow’ 'A brilliant workshop!’
'Using the culture deck was such a great way to generate open, honest discussion.'
‘ I loved it, really fired up to improve.'
‘An extremely valuable, thought-provoking workshop.'
'I loved everything about the day and found it extremely informative and interesting.'
'The presentation, content and facilitator were all excellent.'
07
Costs
Bespoke Emotional Culture Workshop and Customer Experience Workshop delivered to two groups over 4 days.
Description | Item | Quantity | Price |
|---|---|---|---|
This cost does not include UK VAT | |||
Preparation - Stakeholder meeting to tailor the workshops to include insight around desired behaviours in line with the company vision and desire. | |||
Creation of two bespoke workshops to support key challenges to ensure delivery of awareness, desire and knowledge for the Emotional Culture and Customer Experience workshops. | |||
Facilitation of the Emotional Culture Workshop to two groups of delegates on two separate days, to explore self awareness and emotional culture and create a blueprint for the desired emotions and required behaviours to support team success. | |||
Review meeting with key stakeholders to evaluate feedback from the Emotional Culture Deck workshop | |||
Facilitation of a Customer Experience Workshop to the same two groups on separate days, to support the delivery of a consistently great customer experience. | |||
Debrief with key stakeholders, presentation of the collective customer ambition . To include Recommendations for next steps. | |||
Preparation and Facilitation of the Qualified Leaders Workshop for up to 4 leaders. | |||
Review meeting 90minute with the qualified leaders to support any continuous learning questions and challenges. | |||