Our Approach

To create solutions that leverage business opportunities, address critical business challenges, and realise targeted business benefits, the different InavitIQ companies follows a unique approach based on the following “reversed logic”:

  • The realisation of specific business benefits (i.e. operating profit, top line revenue and market share) are dependent on the creation of
  • customer delight (loyal and satisfied customers), which is a direct result of the delivery of value added products / services by
  • high performing people, that works in an
  • optimised work environment (organisation capacity i.t.o process, structure, people and technology), who are managed by capable, competent and credible
  • leadership, towards a common
  • goal and strategy.

InavitIQ4e BVM

 

 

What We Do

inavit iQ 4e, a company with the inavit iQ group of companies, works with clients in the areas where employee engagement and customer delight connect. The logic is simple:

  • In order to sustain and improve business benefits, we need to increase customer delight;
  • In order to increase customer delight, we need to have committed and engaged people; and
  • They need to be supported in their customer focused actions through appropriate organisational capacity.

In thinking about this interface, it is clear that we need to be mindful, deliberate and specific about:

  • Retaining existing and attracting new customers;
  • Competing successfully by ensuring customers maintain a positive brand perception;
  • Maintaining this positive brand experience through employees delivering on the brand promise; and
  • Aligning behaviour with the brand promise, with all employees being engaged and committed.

 

What We Offer

Our Solution Sets

To achieve this inavit iQ 4e works with customers to:

  • Transform organisational culture to improve employee engagement and commitment;
  • Build organisational and operational capability to support employees to perform;
  • Change employee behaviour to deliver on the brand promise; and
  • Enable employees to communicate with customers to delight and inspire.

To develop and implement these solutions, we use the solution framework as set out below.

Strategic

From a strategic perspective we work with clients through four distinct phases, each designed to address specific brand issues.

Discovery

  • Who are we?
  • Who are we NOT?
  • What’s the company’s higher purpose?
  • Who are our customers (current and prospective)?
  • Do we understand our customers needs and expectations?

 

Design

  • Clarify/ Craft the company ideology and values
  • Clarify/ Craft the customer strategy
  • Check for alignment between the core intent and business strategies

 

Execution

  • Map the impact of the designed elements across the entire business.
  • Present a RAG dashboard to report on the findings

 

Measurement

  • Improved financial performance
  • Shareholder returns
  • ROI
  • ROE

 

Tactical

 From a tactical perspective we work with clients through four distinct phases, each designed to address specific brand issues.

 

Discovery

  • Are business policies and processes aligned and designed around the customer?
  • Identify all existing customer touch point and moments of truth to determine and track the overall experience

 

Design

  • Unpack and identify the people and business process gaps and overlay to the service profit chain
  • Interpret the ‘so what’ and develop the plans for all business silos

 

Execution

  • Draft and Implement the plans to address all the gaps identified in the people value chain and the business value model
  • Assess the progress / milestones and report back on progress and successes

 

Measurement

  • Improved customer retention and customer loyalty
  • Improved customer satisfaction indices
  • Improved levels of employee engagement

 

Operational

 From a operational perspective we work with clients through four distinct phases, each designed to address specific brand issues.

Discovery

  • If there is a customer strategy in place, assess whether it is being operationalised at all levels of the business.
  • Review the BVM elements to assess what people are actually doing and what their roles are.
  • What are the current customer facing staff actually managed on or incentivized on?
  • Are the role profiles and job specifications designed with the customer experience in mind?

 

Design

  • Redesign work flows and business and customer handover and touch points in the BVM
  • Update all role profiles, job specifications, performance targets and incentives to drive the intended behaviors to deliver on the experience

 

Execution

  • Review, update and communicate all business processes, policies, procedures and disciplinary codes.
  • Ensure that the employees understand their new role in the customer engagement experience by transferring skills and knowledge through Training

 

Measurement

  • Improved staff productivity
  • Reduced labour turnover ‘churn’
  • Aligned learning & development to customer expectations therefore learning ROI’ s are improved and drive business objectives and value

 

What We Offer

Communication

Through our standardised but customisable communication effectiveness tools we are able to design with/ for clients change communication activities and people change communication.

Engage

 

 

Empower

Energise

Enable

Discover

  • Communication audit
  • Communication climate assessment

 

Design

  • Communication strategy
  • People change management

 

People Commitment

Through our standardised but customisable culture, climate and employee engagement tools we create a baseline for organisations to drive role clarity, collaboration and a focus on customer delight.

Engage

 

 

Energise

Enable

Empower

Discover

  • Culture and climate surveys (as a pre-measure)
  • Employee engagement survey (pre)

 

Design

  • iIQ Consulting’s role profiling and operating model approach

 

Implement

  • Customer focused Intra-Team workshops: Roles and Boundaries; Team dynamics and Resilience

 

Measure

  • Culture and climate surveys (as a post measure)
  • Employee engagement survey (post)

 

Customer Experience

Through our standardised but customisable customer survey process we work with clients to develop and implement specific actions to enhance the customer experience.

Engage

 

 

Experience

Emotion

connEction

Discover

  • Customer surveys (questionnaires and focus groups)

 

Design

  • Customer relations strategy process

 

Implement

  • Customer service development programmes

 

 

Brand Engagement

Leveraging the content created through our other toolsets we are able to create for clients processes and programmes to align and connect to the internal brand experience (culture) and the external customer experience (brand reputation).

Emotion

 

 

Edge

Engage

Experience

Design

  • Internal brand engagement plan

 

Implement

  • Brand education
  • Story telling
  • Social media

 

Measure

  • Research on customer trends and experience

 

What We Promise

The solutions we specialise in are aligned with the approach described above, and aim to leverage business opportunities and address critical challenges in a value adding way to realise sustainable business benefits.

Our commitment to our clients is simple. We deliver beyond expectations.

  • We know that clients are people who engage consulting solutions from people, but in todays world they choose to engage only with the BEST people.

The message to us is clear.

  • We therefore employ only the best people who take pride in and accountability for what they deliver.

Only two things are really important to us:

  • the excellence of what we deliver
  • our reputation with clients, partners, providers and competitors

The value or benefit to clients are:

  • Sustainable business performance and improved competitive advantage
  • You will deliver value quicker and in a more sustainable manner

 

How We Work

In working with our clients, we follow a phased process, collaborating closely with them to design and implement smart and sustainable solutions that realise business benefits.
We also partner with the Department of Strategic Communication at the University of Johannesburg in the areas of Communication and Brand Engagement to ensure that we at all times have access to world-class insights and solutions.

how we work