WHAT PEOPLE HAVE TO SAY 

  • “Changing the way we went about things to improve results and improve the customer experience.”
  •  “We had tried a lot of different programs.  What I like most about The Achieve Institute is they ask the questions to get you to the answer, instead of just giving you the answer.”
  •  “A simple tool to get the most out of people.”
  •  “Very foundational.  Makes everything else you do move faster.”
  •  “The value of The Achieve System increases the more you do it.”
  •  “Keep focused on the disciplines of The Achieve System and it works.”
  •  “The Achieve System is a simple tool that gives you the ability to reframe situations and challenges.”
  • “Instead of getting stuck, The Achieve System helps you break through the noise.”
  •  “You think that other people are the problem in situations, but The Achieve System forces you to lookintrospectively at your own approach – how did you impact the result?”
  •  “We had so many metrics and focused only on the metrics.”  After Achieve, “we focus on fewer metrics and more importantly, we now focus on the behaviors that effect and drive these metrics rather than on the metrics themselves.  We now focus on the behaviors that lead to the results.”
  •  “One of our challenges as a center in hitting our AHT target. We used Achieve to breakdown old mental barriers and soon we had 90% or our center was hitting the AHT target, without compromising our other metrics. Achieve changes behaviors by helping leaders change mindset.”

-VZW Customer Care Center Director

  • Having Point B conversations is the way we do things now. We are much more connected to possibility and this approach is spilling throughout the center.”
  •  “Total capacity of the center has expanded. Specifically on the performance and competency of a few individual sups.”
  • “Caring – The awareness created through the Achieve process has led to a new level of caring. Caring is one very powerful identity piece connected to top performance. We care about our customer, our team, our center, T-Mobile.”

-Director.  One Touch Direct

“Thanks for helping bring us all together and supplying the tools we needed for our organizations to figure out how we work together to maximize sales partner participation and operational excellence!”
-Client Partner – Channels.  Verizon

  • “The Achieve methodology has helped redirect my staff / team on prioritizing resources and work to drive business performance and stay focused on Customer Experience.”
  • “Our revised ways of doing business have helped us drive changes not only to what we are working on but how we are working and who we are working with.  Relationships with other peer teams such as Internet Sales Op’s(ISO) have been changed for the better as we all focus on the goal or end state.”
  • “The team has helped drive excellent business results over the last two years such as initiatives that helped drive a 2 ppt reduction in our enterprise call in rate, and new projects that provide troubleshooting tools on line, and our vision of who our team is and what we are supposed to deliver has been a material part of our success there.”
  • “Achieve has helped us redirect our focus farther down the road to help us move through obstacles that had been slowing our progress, efficiency and effectiveness.”
-Director HQCS Operations at Verizon Wireless

  • “The Achieve Institute is a culture enabler and is the tool we were looking for in order to develop better leaders and help shape a better future.”

-Case Study interview

  • 5 bullets describing the payoffs from applying the Achieve leadership mindset:
  • Delivered an improved leadership and employee experience (as measured by EOS) among the top 1000 support
    staff (responsible to influence CS operations of ~30,000 front line employees)
  • Delivered consistently improving Customer Experience survey feedback month over month (internal surveys)
  • Achieved top Industry JD Powers awards 4 consecutive periods (had not received top award even once prior to this)
  • Consistent top CS performance recognition in other external surveys (NPS Benchmark, etc.)
  •  >20% reduction in cost structure while growing the number of customers by >20%

-Formerly of Verizon

  • “It has positively affected how we tackle things across the board, 90% fewer fire drills just on attitude alone.  The evolution has made my job so much more enjoyable, I love my job now, working harder and getting more

    done with less stress.”

     

-Verizon Wireless from Case Study interview

“The Achieve Institute is a culture enabler and is the tool we were looking for in order to develop better leaders and help shape a better future.”