It looks good on paper, but putting service principles in action is where the rubber meets the road.


Branding initiative called for back office operations to deliver on three service principles – Make It Simple, Make Them Smile, See It Through. How do managers and employees do these things and what does it look like in action?


Gather managers and employees in the room and role-play the correct behaviors and the processes achieve. Then get them to brainstorm on how to change. Below are some examples of customer-centered principles in action.


Ideas continually popped in every employee and managers’ heads on how they could personally deliver on the brand promise. Change came about more quickly and messaging was consistent across the organization. Instead of the canned responses at every interaction, associates were able to customize their interactions to the customers wants and needs at the time.

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