Are your employees fully aligned with the promises you make to your customers?

Find out! - Apply to join our upcoming research project!

Service pulse

The Service Pulse ensures that our research legacy is carried forward to the next generation while it serves us in current times. Together we, you the outstanding companies of today and tomorrow, and our research team enable the business community next level employee alignment. Alignment with Promises you make to different stakeholders. We do this together through action research/participatory research. This is how we can serve our community together and co-create value for current and coming generations

Our Projects

The Service encounter pulse

The service module assesses frontline employees alignment with service promises especially in service encounters. Service encounters are highly relevant for customers’ experiences as frontline employees’ promise aligned performance reflects on customers’ experiences of their entire customer journey. 

The service module assesses frontline employees alignment with service promises especially in service encounters. Service encounters are highly relevant for customers’ experiences as frontline employees’ promise aligned performance reflects on customers’ experiences of their entire customer journey. 

brand pulse

Brand Promise Pulse module is about employee brand promise alignment. Alignment means that employees think and perform in line with what the firm promises in terms of value to customers i.e., employees emotional buy-in of brand values and propositions, brand supporting behaviour and brand ambassadorship. A brand works as a promise towards the stakeholders of the firm. 

The explicit brand promise is a statement. To live up to the brand position your firm aspires requires a brand promise aligned emotional and behavioural attitude of all your employees, regardless of position. 

cSR pulse

Many companies today give ambitious sustainable and corporate responsibility promises. Unfortunately, these are not always known or (seen as credible) by the employees, which eventually hinders the success of company CSR initiatives.

With the CSR pulse your company can easily measure how aligned the employees are with your CSR promises and initiatives. The CSR pulse also alerts when alignment actions are required.

Get to know us

In practice, many companies give promises that are too difficult to keep, which in many cases leads to service personnel underperforming in their tasks. This can easily lead to a downward spiral, and an emotional ‘poison’, which spreads from negative service interactions towards the rest of the company. In essence, this means that when customer-facing personnel cannot keep company promises, both customer satisfaction and personnel wellbeing are affected negatively. One method for avoiding these kinds of poisonous service encounters is developing co-active service leadership, where the factors affecting the employees’ motivation are taken into account. The ServicePulse project pilots a co-active service leadership tool which measures the motivation of personnel to keep company promises.   

APPLICATION FORM

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