Case Studies - Lead Successfully
Top-50 insurer strengthens service-profit chain.
The service-profit chain results in high profits by tapping into the lifetime value of a customer. The equation is this: profitability is a result of customer loyalty, which is a result of the value experienced by a customer, which is a result of employee productivity; and this, in turn, is a result of employee commitment.
BUSINESS NEED:
Increase employee commitment by improving management's communication skills.
RIDGE SOLUTION:
Selected managers enrolled in a year-long development process built around Ridge's People Skills, People Styles, and Team Facilitation courses. The training was supported by coaching that linked the skills to their business results. Their direct reports were surveyed prior to the program and after to measure how often managers used specific skills that built commitment compared to how often they should have used those skills.
CLIENT RESULTS:
Managers improved their overall skill use by an average of 31 percent across eight skill clusters. Below are results for a recent class of graduates, achieving an average improvement of 43 percent.
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