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JNCI
Category:
Nigerian Brands
JNCI International Limited is a Nigerian ‘Turnkey Medical Equipment’ Service and Solutions Company, representing an impressive list of international manufacturers of leading Medical Technology brands that are global providers of Medical Technology solutions. They offer a wide range of Sales, After sales services, Installations, Trainings, Commissioning, Consulting, Project Management, Planned Preventive Maintenance (PPM), Call-Out Maintenance (COM) services.
The Challenge
In commemoration of the Customer Service 2022 and to enhance the value of the customer experience they render to their customers, they required a customer-centric training engagement that would cut across all departments in the business.
Our Solution
Research & Intelligence Gathering
Lalaa Consulting conducted a detailed research of JNCI’S business, brand, their customer journey map as well as their industry.
Design & Development of a Solution
Based on our findings on JNCI’s business and brand as well a detailed understanding of the customer journey map. We created a Strategic Customer Experience training program which focused on providing JNCI brand custodians with the mindset, skillsets and toolsets to enhance their customer-centricity and inspire them to promote customer service excellence as a culture within JNCI.
Deployment of Solution
We executed the solution engaging both an onsite and online audience which comprised of every member of staff.
Results
a. Highly entertaining yet deeply immersive expose on the what, why and how of delivering strategic customer experience.
b. The members of staff collectively created the TOE² (Thrill, Overjoy, Excite & Elate) culture benchmark for measuring the customer experience with the brand custodians.
c. They committed to creating an appraisal system that measures and rewards with the TOE² way.