Statistics Talk

Businesses lose $1 billion
every day through bad customer service
More than half of Americans
have scrapped a planned purchase or transaction because of bad service
Source: American Express 2017 Customer Service Barometer
96% of unhappy customers
- do not complain

91% of those

simply leave and never come back
Source: Financial Training Services
Word of mouth
– a dissatisfied customer tells 9-15 people about their experience

Social media

– potentially hundreds more through just one click
Source: White House Office of Consumer Affairs
It costs 6-7 times more
to acquire a new customer than to retain the existing one
Source: Bain & Co

Conventional remedies prove ineffective

Why do 80% of change programmes fail?

Lightbulb

Consultants:

Come up with the fancy plan, but its all strategy, impressive diagrams and theory.


At Sitrus, we use a unique, in-house set of tools, methods and technologies that ensure transformation and change is embedded throughout the organisation.

PR Agencies

Comms and PR Agencies:

Great at Vision/Mission/Value statements and impressive websites and messaging.

At Sitrus, we achieve tangible and quantifiable results through an integrated system of research, training, implementation, evaluation and institutionalization.

Consultant

Training Providers:

Have the training resources and get people fired up, but then leave the fire to fizzle and die.

At Sitrus, we provide our clients a 5-step transformation and change programme.

Why Sitrus

Fundamental Reasons Transformation and Change Programmes Fail

Fundamental Reasons Change Fails

1. Emotion

Companies do not pay heed to the fact that individuals impacted by change undergo emotional and psychological challenges.

Sitrus dials in a heavy dose of Kübler-Ross.

Learn more

Fundamental Reasons Change Fails

2. Planning

Any transformation/change initiative must be driven by a clear, unambiguous and transparent ‘Sense of Urgency’ – the critical risks to your business if you do not change.

Vision, Mission, Communication, Goals and Targets, are all subordinate to the Urgency for Change.

Sitrus sticks to Kotter’s 8 Steps, religiously.

Learn more

Fundamental Reasons Change Fails

3. Politics

Sitrus assists your Guiding Coalition to navigate through the standard obstacles expected in any transformation and change programme.

Sitrus applies Kotter’s 8-Steps to Change.

Learn more

Fundamental Reasons Change Fails

4. Cultural Awareness

The more global we have become, the more we need to recognise and accommodate different societies’ cultural norms into transformation/change initiatives.

Sitrus uses Hofstede.

Learn more

Fundamental Reasons Change Fails

5. Leadership

Critical to successful transformation and change initiatives are leaders who inspire – supporting every stage of the programme with the necessary information, processes, and patronage required. 

Sitrus recommends Krouse and Posner

Learn more

Why Sitrus?

Fundamental Issues Preventing Excellent Service Delivery

Fundamental Issues Preventing Excellent Service

1. Lack of detailed mapping of the customer journey

Identifying service provider performance requirements at every single touchpoint (from first point of contact through to last/exit)

Learn more

Fundamental Issues Preventing Excellent Service

2. Lack of structured transformation program that addresses

  1. Insights/Research
  2. Facilitation/Training,
  3. Implementation,
  4. Evaluation, and,
  5. Institutionalization, of the expected/required performance standards

Learn more

Fundamental Issues Preventing Excellent Service

3. Lack of detailed and codified standards for service provider performance

At every customer touchpoint, and communicating the basic levels of behavioural performance in terms of measurable expectations

Learn more

Fundamental Issues Preventing Excellent Service

4. Lack of assessment systems

To evaluate service provider performance at every touchpoint against the customer’s expected standards of behavior

Learn more

Fundamental Issues Preventing Excellent Service

5. Lack of ‘live’/real-time evaluation system

To monitor the service provider performance at every touchpoint against both the functional standards and the customer’s expectations.

Learn more

Fundamental Issues Preventing Excellent Service

6. Lack of ‘live’/real-time management information systems (dashboards)

To monitor top-line customer service and service provider performance at every touchpoint.

Learn more

Fundamental Issues Preventing Excellent Service

7. Lack of organizational structure

To cascade/monitor/correct ‘live’/real-time customer service and service provider performance at every touchpoint against expected standards, and rectify/reward performance

Learn more