“The difference between good and excellent”
Recognizing and delivering upon customer expectations is essential to building any successful business. To accomplish that, one must offer a differentiated service valued by customers – both external and internal – and fulfill the promise consistently.
We at InspireOne, have unrivalled global expertise and experience in service excellence that shape and implement strategies to keep and extend your customer base.
We have been working with our clients accomplish this for over 25 years, all around the world. And, we can work with you to achieve this too.
The concept of ‘service’ has existed in the Asian mindset for millennia. Slowly, the world has also moved towards focusing on the customer, as the pivot to all action. Increasingly, businesses have focused on building customer loyalty using various means, schemes, strategies and ways.
Not all companies are at the same stage of the customer experience life-cycle. They have to move through different phases to achieve differentiation through service.
“What started in the living room of the (later conferred) 9th Quality Guru of the world Claus Moller as Time Manager International, is now a flourishing global network of partners, known as TMI – Transformation Managed by Inspiration.”
TMI is a global consulting firm with a focus on transformational work for the past nearly 5 decades.
Ever since our foundation in 1975, we have directly influenced and inspired more than 6,000,000 people worldwide. We continue to have a positive impact on the lives and performance of over 250,000 individuals working in a wide range of organizations each year.
As InspireOne, TMI’s exclusive Indian network partner, we have been carrying out these tasks in the region for nearly 20 years.
Customer Experience Expertise
This tool was used to map out, as Jan Calrzen put it:
“Never to be repeated opportunities we have to distinguish ourselves from each and every one of our competitors…”[/bsf-info-box][bsf-info-box icon_type=”custom” icon_img=”id^3437|url^https://inspireone.in/wp-content/uploads/2018/06/picture5.png|caption^null|alt^null|title^picture5|description^null” img_width=”100″ pos=”left”]The American Management Association called this one of the most important developments in management in the 20th century.. The changes led to SAS being named Airline of the year.BA approached TM to make BA more attractive to sellers as it became privatized. TMI took on the project involving all BA’s 36,400 people and developed “Putting People First”. Three years later BA was named the world’s favorite airline.[/bsf-info-box]
TMI’s Contribution to Customer Experience Thought Leadership
Over the last 4 decades TMI has contributed to the Customer Experience thought leadership and Lexicon through books, concepts and empirical work and success
TMI’s Contribution to The Service Lexicon
TMI can help you build a world-class customer Experiences inside out.
For 40+ years, TMI has designed and delivered cutting edge branded customer experience initiatives.
We work with organizations to create a strong customer experience oriented culture through multiple interventions across all touch points of your business, resulting in increased customer loyalty and advocacy.
Shaping Customer Centric Culture (SCCC)
SCCC is an Organization Development solution that ensures that Customer Centricity becomes a pervasive value across the organization
TMI believes that in a customer centric organization all employees understand and perform their role in the service delivery chain. In such an organization, the “Line of Sight” to the customer for all employees is very clear and customer centricity is a pervasive value. TMI’s philosophy for creating a customer centric culture is articulated as follows
External service quality does not exceed internal quality of service.
This cultural transformation solution sets processes, roles, internal communication, R&R etc. in place. Clear activity plans, learning interventions and workshops, etc. are an output of the transformation.
A paced and gradual process that provides immediate low hanging fruit as well as long term transformation
Across the organization, beginning with the top management
Build brand equity through on-brand service experiences, so that brand reinforcement occurs at every customer interaction
A Complaint is a Gift
TMI’s Winner – A Complaint is a Gift – is a breakthrough concept on service recovery, customer loyalty and effective complaint handling.
Complaints are the customer’s vehicle to sharing with the organization how their experience has been and how they are feeling about being customers to the organization.
Mostly complaints get brushed under the carpet or addressed in such a way that leaves all concerned wanting for better.
TMIs A Complaint is a Gift is a breakthrough concept on service recovery, customer loyalty and effective complaint handling. The concept has ‘8 Golden Rules’ of complaint handling that help make complaint handling as a powerful customer focused tool.
When companies build ACIAG as a part of their DNA, they find it easier to retain and regain customers’ trust, in fact even impact their bottom line results.
Questions that get answered
Putting People First
The PPF program is centered around the key concept that the level of external customer service cannot exceed the level of internal service
Coined by Claus, and increasingly being used today by many others, Putting People First (PPF) has been one of TMIs hallmark solutions.
Centering around the key concept that the level of external customer service cannot exceed the level of internal service, Putting People First can be run both as a training program as well as a cultural intervention.
The PPF philosophy is built around eight elements that shape the customer-centric persona of an organization:
Power to Delight
TMI’s Power to Delight program helps organizations put their best foot forward by placing trained and skilled colleagues in front of the customer.
People facing the customer are in the unique – and critical – position of being able to delight the customer.
TMIs Power to Delight program helps organizations put their best foot forward by placing skilled colleagues in front of the customer to take care of the customers’ product and/or service needs.
Armed with the right skills and brimming with the desired attitude of customer orientation, people who go through the Power to Delight programs can meet both expectations and create a memorable experience for the customer by taking care of both – tangible needs and intangible experience expectations
Front line customer facing people
Customer in Focus
Customer in Focus continues the PPF philosophy of great internal customer service enabling benchmark-worthy customer experiences
Customer in Focus continues the PPF philosophy of great internal customer service enabling benchmark-worthy customer experiences for the paying customer.
The CIF program works with people at the backend, so they understand the impact that they create on the f final customer experience.
It helps identify who one’s customers really are and then accelerate the quality of service along the service delivery chain.
Back end teams
Developing Deep Customer Insights
This TMI program helps leaders to understand customer needs and preferences and draw relevant insights
In the current business environment, it has become increasingly critical for organizations to understand the changing needs of their customers. Leaders need to take critical decisions basis deep customer insights rather than anecdotal feedback.
This program helps leaders to understand customer needs and preferences and draw relevant insights
Design Thinking for Customer Experience
Through this program, participants apply the design thinking process to create innovative customer journeys.
It is becoming increasing critical for organizations to re-imagine customer journeys. Design thinking is a powerful process which puts customers at the centre and inspires people to create customer focussed solutions. Through this program, participants apply the design thinking process to create innovative customer journeys.
Digitalizing Customer Experience
This program helps leaders to adopt a digital mindset to re-imagine and create customer experience
Digital technologies are disrupting the practice of customer experience. Customers are now more technologically savvy and expect tech enabled solutions from their service providers. While organizations are investing in digital technologies, it is equally crucial for leaders to adopt a digital mindset to re-imagine customer experience. This program helps the leaders to create digital customer experiences
We have worked with our clients to Create Value in CX at –
We have aided Sustainable Performance in CX at –
We have built Brilliant Service Skills for creating magical CX at –
Our Customer Experience Thought Leadership
We have discovered in the last 2 years that “customer centricity” is finally and fast, becoming part of the CEO and leadership teams’ narrative. Cognitively leaders and company boards are acknowledging that the customer should be the front and center of everything they do. Most leadership teams are also putting together strategies to listen and […]
As the first 2 months of 2018 have flown by, and companies have taken stock of where they want to focus their energies, unsurprisingly Customer Experience stands out at the top again. This year, a survey done by Econsultancy and Adobe saw customer experience leading by a whopping 7% over content marketing and mobile marketing! […]
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Connect with us and explore in detail our entire spectrum of Customer Experience Solutions –