The benefit of coaching is in the way that it can be used to support business objectives whilst developing key individuals.
Aarundsen has a well developed approach to coaching at all levels in the organization. We specialize in Executive, Sales and Team coaching
Our practice leader Mary Corrie has had many years of Executive Coaching experience. She has worked with Graham Alexander and is an elected Member of the Association for Coaching as well as a Fellow of the RSA.
Our approach uses the FIRST model for all coaching interventions
- Investigate (and identify any Interference)
- Set (specific action plan)
- Timeline (Track)
Since the 1970’s there has been much research on the relationship between computer based training (CBT) and improved effectiveness of training provision. From the late 90’s there has been a move to “blended learning – a formal education programme in which a student learns at least in part through delivery of content and instruction via digital and online media with some element of student control over time, place, path, or pace”.
Our experience of many e-learning approaches over the past 15 years has been that they are either too simplistic – appealing to the lowest common denominator of learning or too generic – using examples that appeal to the widest possible audience and therefore to very few people in reality!! Most are prescriptive and the user interface is unfriendly and in the worst cases entirely counter-intuitive
Many large training providers have their own e-learning provisions in house. A huge catalogue of subjects is offered and clients select those most relevant to the training required – more often than not as a support to traditional classroom learning. The problem comes when the students try to apply the pre-classroom work or the post classroom evaluation modules only to discover that the cases and examples are not relevant to their reality. The business model is also suspect with customers buying licences per student on an annual basis.
Our consortium’s approach is radically different:
All of our e-learning modules are tailor built using well known theories and concepts but illustrated with organisation specific examples and badged specifically for the customer.
We work on the principle of “less is more”. We would rather target 1 or at most 2 e.learning modules to specific competences that will be taught in the classroom environment and ensure that users have the opportunity to practice the competences in a realistic interactive way that is relevant to their organisation and industry.
E-Learning programmes are designed for you and owned by you and there are no usage licences.
Customer Service Excellence
Research from American Express shows that 66% of people will spend on average 13% more with businesses where they have a history of receiving brilliant service.
Excellence of staff performance raises customer loyalty and Aarundsen working with Storecheckers UK Ltd, has built up long term relationships with organisations across a wide range of business sectors ranging from retail and leisure to transport and the public sector. Clients have used our facilities as the catalyst to grow their business by linking excellence of service to growing profits.
We offer a complete range of Market Research and Mystery Shopping facilities, covering both quantitative and qualitative methodologies to provide organisations with the tools to take the right decision to further enhance their business prospects.
At the core of these is the Net Promoter Score (NPS) programme which focuses an organisation on the answers given by its customers’ to “the ultimate question” – “Rating out of 10, how strongly you would recommend this business to your family and friends?”. Implementation of this metric has allowed businesses to use a single measure as the means to raise customer satisfaction and loyalty and therefore generate additional revenue.
NPS has been proven to be one of the key drivers behind the success of flagship organisations ranging from Lego and Apple to Virgin – We were one of the first adopters of this customer satisfaction metric and we have worked closely with both B2C and B2B businesses as they have linked NPS to reorganisation strategies, a combination that has led to leaner and more profitable businesses. In the current uncertain economic climate, the need to understand the rationale behind customer loyalty has never been more important.
Our customer perception and satisfaction research brings a long track record of providing clients with objective feedback about their customer’s experience as well as identifying their areas of dissatisfaction. Reports are produced in a clear and easily understandable format, designed to highlight key findings and are supported by a critical action plan for your business to use in response to the feedback.
We also offer a suite of tools to meet accreditation criteria and standards adherence. These facilities have provided invaluable support in assisting with:
- Maintaining security standards for an organisation that runs over 1,000 exam test centres in 70+ countries
- Ensuring licensing requirements are met in the alcohol, gaming and public transport sectors
- Adherence to marketing strategies
- Implementing fair, open and transparent judging procedures for awards covering retail, tourism and staff performance