There’s always something going on at Impact...
We would like to introduce our two newest recruits to you, Dannii Newman and Jan Inglis.
Dannii joins us as a Programme
Co-ordinator and Trainer, and Jan is leading our Marketing activities.
Both ladies are keen on keeping fit, and have a passion for Customer Service.
So much so that we have moved to new premises, but stayed right in the heart of this historic town.
27 Regent Street is a great location, near to transport and shops.
Our offices cover 3 floors, so keeps us all fit. They are light and airy and really help get those innovative juices flowing!
We learned a lot about resilience when carrying out indepth research into what makes the Marie Curie nurse remain resilient when doing the fantastic but emotionally demanding job they do.
They taught us that there are some very simple ways to keep yourself emotionally and physically in balance…. starting with a good night’s sleep!
So would you go naked into the office??? It is vital to bring people with you on your innovation and transformation journey, especially those who work within your own organisation.
However great your new innovative product, service, process or solution might be if people don’t believe in it, use it, follow it or sell it… the innovation will fail...
We are absolutely thrilled to announce that with John Lewis we have won the UK Customer Service Training Programme of the Year Award 2016, Silver Category. The awards recognise and celebrate the delivery of exceptional customer service training. Our programme created more emotive, more profitable customer service experiences that are simple for John Lewis Partners to deliver and that achieve results. Well done John Lewis!
When it comes to generating creativity, we’re all bored of the same old, same old - Brainstorming, 6 Thinking Hats, Related Worlds etc. At Impact, we think it’s time to shake things up a bit! We love experimenting with ‘extreme creativity techniques’ from humour, destruction, aggression, immersion and even drugs(!), there seems to be something about how an altered state of mind can yield amazingly creative acts.
It’s hard to imagine that 15 years ago, Impact Innovation was nothing but a twinkle in the eyes of 3 friends. We’ve worked with over 80 different clients and on 56 major transformation programmes since then. Whilst we think we aged pretty well, there’s nothing wrong with a makeover, and so to mark our 15th birthday we’re excited to unveil our vibrant, grown-up new look. Happy Birthday Impact Innovation!
Impact are excited to be working with our new client New Look, visiting their fantastic stores and getting ourselves immersed in their Customer Service Experience.
Look out for more details on this great project over the next few months.
We have been working with John Lewis for the past 3 years, developing major development programmes across all of their branches and Contact Centres. Everyone’s hard work has resulted in us winning the Customer Service Training Programme of the Year 2016 Silver Category!
The awards recognise and celebrate the delivery of exceptional customer service training. Our programme created more emotive, more profitable customer service experiences that are simple for John Lewis Partners to deliver and that achieve results.
‘Love To Buy From Us’ (LTBFU) is a completely innovative programme, designed to provide every single selling or solving Partner with a complete service rationale: “help your customers to love and trust the experience, and continue to buy from us”. Anchored strategically in the research from 15,000 customers, the purpose of the programme is to enable Partners to deliver a Omni service experience, with a growing customer base, shifting customer expectations across branches and Contact Centres. This programme reached across the service chain within John Lewis, from teams that help customers love to buy, to teams that love to solve, reaffirming a customer’s trust in the brand.