Appreciative Inquiry Case: Inconsistent Service
What you'll learn
- In the case of a retail client, Appreciative Inquiry revealed:
- Define (inconsistent customer service – replace with high quality service
- Discover (best feedback, what and why?)
- Dream (visualize best service)
- Design (every customer has best experience)
- Destiny (motivation to make dream a reality)
Kylie Bell applies the 5D model to a retail client that experienced inconsistent customer service.
By flipping the define stage to wanting high quality service, she and the client worked to discover what was already happening when they were delivering well. Dreaming big, they then designed a specific approach to ensure that every time customers came in, they received the best service. They were motivated by imagining positive customer reactions based on the improved experience. The client is now receiving excellent feedback more frequently.
This program is one of the Insights and Strategies Series, featuring psychologist Eve Ash interviewing a range of experts and business leaders who share their experiences and practical strategies for achieving best practice.
Click here to get the Transcript.
Business Outcomes
This program will provide viewers with skills and strategies about researching and problem solving.
