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Delivering a consistent, on-brand customer experience is dependent upon the alignment of leadership and the attitude and skills of employees.

Leadership coaching and customer experience coaching across the organisation ensures everyone understands what is expected of them and why, meaning all your employees are aligned around a common, consistent experience delivery.

How we navigate leadership coaching and development

Leadership Coaching

Using a purpose-designed framework and established coaching techniques, CGA can provide you with a coaching-mentoring programme that will enrich your leaders, optimising their ability to navigate their teams and the business through your customer and/or employee transformation.

Typically 3-4 months in length, we provide leadership coaching and customer experience coaching in the following key areas:

• Establishing the current status (Where are you now? What is the vision?)
• Intentions and possibilities (Key Impacts, Relationships, Resources)
• Strategy and implementation for quick wins

Employee Development

CGA’s experts help you focus on defining excellence in the role of the employee, particularly for those in customer-facing roles. CGA’s practitioners use our proprietary Xcellence™ Wheel to guide your organisation through the development, understanding and practical implementation of the attitudes, values and behaviours that will deliver your desired customer outcomes.

Designed as a line management tool to drive high performance, the Xcellence™ Wheel builds upon a traditional job description to ensure there is clear management and employee alignment of what excellence should look like. CGA deploys the tool in combination with specific training and customer experience coaching, for employees and line management, ensuring successful implementation.

“Thanks to the Heartbeat® studies that we have launched in almost 30 countries, our customer satisfaction programme has been a huge success with full buy-in from the board.”

Chady SalamehGeneral Manager Sales & Marketing, Groupe Renault

We love talking all things customer and employee experience. If you’d like to understand how we can navigate your business through this world, get in touch.

Find us at CGA, The Granary, High
House Farm, Gomshall Lane,
Shere, GU5 9BU