THE
3
layered
model
A scientifically proven and globally scaled approach to successful human centric customer experience transformation.
LAYER 1
Ignite
Successful
transformation
There are four steps to ignite your organisation and get everyone excited to go on your CX transformation journey.
A. SPEAK THE LANGUAGE
You need to understand the language of the organisation – hard, steerable, financial insights – in order to effectively mobilize everyone.
The scientific Driver Mapping™ approach translates into hard, steerable data to prioritize your most impactful improvements.
B. DESIGN DAILY HABITS
After researching over 25 countries, the human aspect is always the number one driver for both B2C and B2B customers.
The scientific Habit Hacking™ approach helps you translate the drivers into daily habits that increase satisfaction in 3-5 monnths.
C. ENERGIZE ALL EMPLOYEES
The next step is to create a lof of energy across the entire oganisation to mobilize employees to voluntarily experiment with their chosen habits.
Playfulness is one of the key drivers of behavioral change. With the unique Habit Hacking™ approach between 30-60% of employees join and experience more meaningful impact.
D. PROVE IT WORKS
The last step to ignite the organisation is showing that the drivers and the habits have measurable impact to prove you speak the language of the organization.
Thanks to Driver Mapping™ and Habit Hacking™ you are able to improve fast ánd exactly on the topics that matter most, with steep increases within 3 months as a result.
LAYER 2
scale
impactful
transformation
To scale successfully, you need to combine many interventions in parallel.
DISCOVER
15
of the most impactful interventions to scale CX to the DNA of your organisation.
LAYER 3
INSPIRE
MEANINGFUL
transformation
Meaningful transformation is driven by you!
Reflect and scan through the menu of behaviors that drive successful transformation.
REFLECT ON
21
CEO and transformation leader behaviors to inspire your organisation
“My purpose in life is to ensure that companies treat people well. Customer and Employees. That’s what I have been and will continue working on!”