Line of Sight Management Consultancy Limited

For many years, across many board rooms around the globe, company executives have struggled to resolve the same ongoing problem:

How can we have planned so carefully, worked so hard, spent so much money, added so much technology, cut costs so aggressively, provided so much support & training – and yet still see such a huge gap between the vision of what we wanted to achieve and the reality of performance on the ground?

Line of Sight was formed specifically to address this issue and help organisations radically increase their bottom line performance results, as well as enhance their customers’ perception of the service they receive.

The very name itself reflects a new way of thinking and a new way of working that will help you create a clear line of sight directly between the board room and the one and only place where any company truly makes any money – the ‘3 feet of space’ between the customer and the front line member of staff!

Understanding exactly what happens, (or even what you WANT to happen), in this space and how every single function of your business should behave in order to have a positive impact on helping deliver the customer experience it creates, is critical for any executive team wishing to gain the maximum performance from the organisation. Recognising the firm link between staff behaviours and the customer behaviours they provoke is a ‘must-have’ feature of any modern-day, successful management approach.

Unfortunately, through a combination of factors, the discussions that take place at an executive level, rarely reflect the reality of day to day experiences faced by customers and front line staff. All too often, this can result in poor decisions being made, (albeit in all good faith and with great conviction), which can appear sensible in the board room, but be regarded as disastrous by front line staff and customers alike – ultimately limiting the financial results that might otherwise have been achieved.

So how does Line of Sight help you solve this problem?

Operating predominantly in Europe, Middle East and the Far East, we engage with companies using all, or some of the activities detailed on the following page to improve performance:

• Conduct initial research through :

• Interviewing key staff and management in executive, line management and support functions

• Observing critical activities within the daily running of the business

• Carry out mystery shopping activities to assess current customer experience at various touch-points

• Produce a report and recommendations to highlight for discussion the most suitable way to approach implementation of any agreed changes

• Assist with defining the ‘micro-behavioural’ level customer experience required for each segment of an organisation’s customer base to be profitable.

• Create / refine executive working practices in a manner that will deliver and maintain organisational alignment around a single common agenda.

• Individual executive coaching for senior managers and key players

• Provide a core set of licensed training material, which can be personalised to the individual organisation’s requirements, covering:

• Sales management & performance coaching

• Face to face sales and service roles

• Call centre sales and service roles

• Work in conjunction with recruitment and training functions to integrate the above material into the standard attraction and on-boarding processes

• Develop management information measures that will assess the newly defined behaviours which will lead to required financial results

• Offer guidance on pay and reward schemes in order to reinforce the new behaviours required

By installing a single common agenda around which your organisation can align, Line of Sight helps you remove conflict from all levels of your organisation, create totally focussed direction and energy towards achieving your vision and ultimately enjoy the increased financial results that stem from delivering a profitable customer experience. It does so by attracting more of your target customers, retaining more of them and acquiring a greater average level of business held with you.