Are your employees fully aligned with the promises you make to your customers And your Stakeholders?
Nietzche: "Man is the only animal who makes promises"
Service pulse - We help You walk Your Promise Talk
We specialize in promise management through co-worker and customer-oriented promise design. Walking the promise talk is the foundation of trust, reliability, credibility, and requires responsiveness, empathy and assurance.
We help you align with your customer and stakeholder promises, supporting you in managing these promises over the long term. Service Pulse is a scientifically researched method and set of tools to elevate alignment with your promises.
Our Promise Management Services
Keeping customer and stakeholder promises is the most powerful way to boost customer satisfaction, service quality, productivity, and co-worker wellbeing. Service Pulse alignment tools and processes are designed to boost your promise readiness, offering customized and tailored solutions that fit your specific needs.
Customer promises are psychological contracts in the customers’ minds. Overpromising is risky. Let us take care of your promise design with a turnkey solution, ensuring a seamless and complete process from start to finish. Get your promise readiness assessed by our Promise Readiness Assessment tool and kick start your alignment process!
Customer and stakeholder promises communicate the essence of an organization’s strategies and express its strategic intent, vision, mission, and values. Promises indicate how an organization intends to support customers’ and stakeholders’ in creating value. All communication includes promises.
7 essentials you need to know about promises:
- People expect promises to be kept.
- Coworkers are motivated when they are enabled to fulfill promises.
- Promises are dynamic and sometimes disruptive,
- Promises must be authentic and actionable over time.
- Alignment requires input from coworkers.
- Bottom-up strategizing and coworker input elevate promise alignment.
- Agile and dynamic promise alignment closes the promise-performance gap.
Why is alignment with customer and stakeholder promises essential for productivity? Experiences of promise fulfillment form the foundation of perceived satisfaction, encompassing every interaction a person has with an organization and its brand. Satisfaction is the foundation of customer- and coworker loyalty.
To consistently fulfill given promises at every touchpoint throughout the entire customer journey, an organization must continuously align with all the promises it makes. The organization must also align with its employer promises. This involves regularly assessing its state of promise readiness and making corrective actions when necessary. Alignment requires input from coworkers and circular strategizing. An internal promise mindset that supports agile, long-term alignment is essential for maintaining steady readiness to uphold promised value.
Kick-start Promise alignment & Boost Your Promise Readiness
Is keeping the promises you make essential for your business? Is your organization’s promise readiness at an optimal level? Would you like to find out?
The promise alignment process begins with assessing the organizations’ promise readiness, followed by a 1.5-hour kick-start workshop. From there, the tailored process continues seamlessly on a turnkey basis, with our ongoing support and endorsement.
With our support, you can elevate all three aspects of promise management—giving, enabling, and keeping promises—to deliver a more authentic service. Our promise design tools and experienced Service Pulse facilitators will guide you through the process, enhancing your promise readiness.
Our Promise Readiness Services
Service & Brand Promises
This module focuses on helping you align with brand and service promises. It boosts promise readiness by integrating these promises into customer interactions throughout the entire customer journey. It supports you in enhancing service quality, building brand equity, and elevating internal brand ambassadorship. It also addresses employer promise readiness.
Sustainability & ESG Promises
This module focuses on building a sustainability mindset among your co-workers. It boosts your readiness to uphold sustainability promises and ESG pledges. It aims to enhance authenticity and trustworthiness. It supports you in co-creating actionable value propositions with co-workers and integrating ESG pledges into the investment process.
Customer and Stakeholder Experiences
This module helps you assess how your customers and stakeholders perceive your promises. What expectations do your promises create? Are they seen as relevant? Ultimately, you need to fulfill the expectations your promises evoke
Service and Brand promises: Assess your promise readiness using our scientifically researched attributes, with a focus on your service and brand promise. Whether your employees live up to these promises in service encounters and act as brand ambassadors directly impacts customer satisfaction and employee wellbeing. We tailor your promise assessment based on an initial analysis. Our promise alignment processes and experienced facilitators help you achieve promise-aligned performance in customer interactions and brand touchpoints, minimizing any potential promise-performance gap.
Employer promises matter: Research shows that employees highly value employer promises regarding job security, work-life balance, career development opportunities, and a positive work environment. We assist you in evaluating your readiness to deliver on these commitments.
Ensure a strong sustainability by walking your sustainability talk on all three ESG aspects: Assess your readiness to uphold your sustainability or ESG promises using our scientifically researched attributes. This module is beneficial for all companies who make sustainability pledges and intend to walk their sustainability talk, in general or an all three ESG aspects. Learn more on how to align with promises and elevate trust and conscientiousness towards different stakeholders by walking your sustainability talk. We tailor your sustainability and ESG readiness assessment based on initial analyses.
Peoples’ experiences hinges on how well you deliver on your promises and align your actions with your words. We help you assess your promise readiness as experienced by your customers and stakeholders. Failing to meet your promises can result in dissatisfaction, negative reviews, and damage to your brand’s credibility. What is your level of relevance, authenticity, and trustworthiness? Avoid promise-performance gaps and greenwashing, bluewashing, and goodwashing, and elevate your promise readiness.
Our Expertise
- Promise Management and Promise Design
- Co-worker Promise Motivation and Engagement
- Brands as promises and identity
- Sustainability Promises on all ESG aspects
- ESG legal and investment
- Customers’ experiences of promise
CONTACT US
Please fill in the information and an expert from our team will respond within 24 hours. You can also reach us anytime at info@servicepulse.fi
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Service pulse research hub
The Service Pulse Research Hub specializes in academic action research. Its mission is to bridge theory and practice, providing organizations with the latest insights on how to align and enhance alignment with customer and stakeholder promises and contextualize them into actionable value propositions.
It primarily focuses on service research, emphasizing promise management and organizational promise readiness across four main tracks: Service Readiness, Sustainability Readiness, ESG Readiness, and Brand Readiness.
It is an independent research community committed to the guidelines for responsible conduct of research set by the Finnish National Board on Research Integrity, TENK.
Read more about the latest research at https://research-servicepulse.fi
https://servicepulse.fi
info@servicepulse.fi
+358 405812580
Oy Service Pulse Ab
Kuhatie 4, 02170 Espoo Finland.
Reg.nr: 3443103-6