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Building Leadership Vision and Action Plans for Maximizing Value

  • Is there a contrast between customers' perception of the value received from a company, from the company’s leadership's vision for creating this value?
  • What organizational values, practices, and behaviors are fundamental to creating customer value and loyalty?
  • How do the values, practices and behaviors of the internal sales and services teams' align with leadership's vision for customer value?

The Value Gap Analysis Profile (V-GAP) and the Alignment Gap Analysis Profile (A-GAP) are assessment and analysis system to create a route map for optimizing value delivered by sales and service teams.

V GapThe V-GAP uses enterprise-tested, online diagnostic tools to assess your customers' experience with your sales and service team, in contrast with your leadership's vision for the value to be created via customer relations. GAP builds a roadmap for improving your organization's ability to increase customer loyalty by identifying the specific gaps undermining the value your organization is creating for your customers.

Not only does the A-Gap assess the same leadership vision for value creation as V-GAP, but also measures the sales and service teams' insight into their expectations for value creation. The Integrity Solutions® proven online diagnostic tools findings will enable organizations to create a plan of action to improve internal alignment and sales and service performance. This plan focuses on removing internal tensions and improving team commitment for loyal and satisfied customers.

The V-GAP and A-GAP will enable organizations to:

  • Analyze Leadership's Vision for Creating Customer Value
  • Spell Out Sales and Service Values, Practices and Behaviors
  • Identity a Baseline for Understanding Customer Loyalty (V-GAP)
  • Measure the Perceived Expectations of your Sales/Service Team (A-GAP)
  • Establish your Teams' Perception of Performance and Value (A-GAP)
  • Understand your Customers' Perception of Performance and Value (V-GAP)
  • Classify the Differences from Top Performing Organizations

V&A-GAP (Value & Alignment Gap Analysis Profile) combines provides an in-depth understanding of organizational performance, building a route map by identifying gaps from three data sources:

  • Leadership: Understanding their vision for ideal outcomes, values, practices and behaviors - a vision for their sales and service in maximizing value.
  • Customers: Providing feedback on the expected value they are receiving, as identified by their expectations-service practices and behaviors that create loyal customers.
  • Sales/Service Team: Providing feedback on sales/service's understanding of their organization's expectations for values, practices and behaviors for maximizing value.

The V-GAP and/or A-GAP assessments will be followed by a report to analyse the difference between data from these assessments. Participants will receive relevant insights and recommendations for determining next steps to closing priority gaps. For an in-depth understanding, your management team can also consider an A3 Workshop to align leadership around the data and outcomes to develop action plans to improve performance and achieve successful outcomes results.

Results

As a result of investing in the V-GAP and/or A-GAP organizations will:

  • Close the gaps between leadership's vision, and sales/service perspectives.
  • Enhance values, practices, and behaviors of sales and service professionals.
  • Improve customer loyalty: repurchase, & endorsement.
  • Obtain insights from case studies of best performing organizations.
  • Develop a plan of action to overcome the value and alignment limitations to growth.
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