echelon
unleashing potential

Service and Employer Branding

In developing sustainable service and employer brands we ensure that each of the 10 pillars are well supported with bespoke, innovative solutions.

  1. Qualitative Research- Our qualitative 'ethnographic' research uses actors in research mode to listen to customer and staff stories and observe behaviour. We use a TableMAP® approach with groups to harvest ideas that support espoused values and standards.

  2. Quantitative Research -Our quantitative approach uses our web enabled survey capability for organisation surveys , for example the 'World Class' diagnostic developed by our partner in partnership with Warwick Business School, online and paper based staff surveys and 360 feedback tools.

  3. Service Brand and Values Definition- We work with clients to define these with competency frameworks, brand guidelines, standards and a Service DNA model defining customer imperatives. How to achieve high user satisfaction by understanding your organisation’s Service DNA To read more.

  4. Recruitment, Assessment and Development Centres – We design and facilitate innovative recruitment and development events, for example we can use actors in Interview and Development Forums so that candidates can be actively assesses in real situations as well as paper based ones.

  5. Induction- We design self managed induction programmes as well as web enabled induction. These can be supported with mobile learning tools.

  6. Three Dimensional Training for Change – We ensure participants can engage in 'reality training' with drama led learning experiences, participate in Action Learning via our Community Challenge model Case study: Benefiting from learning with the community and utilise work based tools.

  7. Coaching- Our leadership coaching portfolio includes 360 feedback coaching, Appreciative Inquiry techniques and personal activity portfolios based on over 100 coaching tools.

  8. Five Channel Communication- Research has found that for any message to stick it must be communicated via at least 5 channels so we ensure that we utilise a multi media approach to internal communication and harvesting ideas.

  9. Performance Monitoring – Performance dashboards including a Service Index based on the Harvard Service Value Chain help our clients to take an integrated approach in monitoring the features and factors that support the sustaining of a service brand.

  10. Performance Evaluation - We have a published toolkit of over 40 tools for evaluating programme outcomes at each of the 'Kirkpatrick' levels.