The
experiential challenge in customer service.
Since 1976, Dr Michel G. Langlois’
continuous research in the field of services revealed that the medium
is the service. Service organizations are indeed mediums
creating memorable experiences for the customers.
In light of this, Dr Langlois
and his team opened a whole new path of research in the understanding
of service organization management by introducing concepts like
experitecture and Experiential Leadership Management (ELM).
His researches proved that
the notoriety of a service organization is in direct relationship
with its ability to create an emotional link with the customers.
This relation is based on precise experiential quality elements
put together in the 5 key-factors of the ExQ
experiential quality grid developed by professor Langlois. The positioning
and management of experiential quality starts with the establishment
of an experiential leadership system lead by the personnel and the
managers. Experiential leadership
is focused mainly on the customer.
Of the 5 key-factors found
in experiential quality, experiential client leadership is one of
the most crucial. Dr Langlois and his team’s research allowed to
point out and validate the 5 power zones of personnel experiential
leadership in services.
This enabled the development of a unique approach for better command
of these five personnel powers, based on 25 triggers of memorable
experiences, in order to ensure greater emotional comfort and better
control of one’s leadership in action, that is: the two mediating
powers of leadership (the power to create enthusiasm and pleasure;
the power to manage harmony and neutralize anxiety), as well as the
three powers of leadership in action (the power to
Seduce
and inspire credibility; the power to
Persuade
and lead to action; the power to
Anchor
and create memorable experiences. These three powers, called SOA,
are conditioned by a personnel profile of experiential comfort
appropriate for each individual and measured by a personnel profile.
A greater command of the five personnel powers of efficient service
leaders can transform front-line professionals with client contacts,
as well as organization managers in
Memorable Experience Leaders
(MEL) by increasing their transactional performance. Personnel
transformation programs are grouped into an exclusive personnel
development system called
LEADEX
(Experiential Leadership),
which falls into six categories tailored to the specific needs of
organizations:
LEADEX CLIENT
Front Line;
LEADEX CLIENT
Managers;
LEADEX
CITIZEN;
LEADEX
CITIZEN Manager;
LEADEX
SALES and
LEADEX
Client Experience.
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