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Customer Excellence Case Study

Defining Customer Excellence in the FM industry, and embedding behaviours in a financial services client.

peoplewise was involved in the Customer Excellence Behaviours (CEB) project since its conception, and undertook a key piece of research to identify the critical behaviours that drive customer excellence across the CRES FM and the wider industry.

As an outcome of this research, a number of initiatives were launched under the Pillars of Customer Excellence Framework aimed at creating a value proposition of outstanding customer excellence in the FM market, grounded in research and best practices, that could be applied across the talent and customer lifecycles. was then commissioned to design and deliver  a number of solutions that would embed and cascade the Customer Excellence Behaviours into the culture and ‘way of doing business’.

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