SOURCE: Root Inc.

Root Inc.

October 30, 2013 08:00 ET

Root Inc. Formally Launches Customer Experience Solution

New Offering Embeds a Customer-First Culture Across All Levels and Functions of the Organization for Enhanced Customer Service, Satisfaction, and Loyalty

SYLVANIA, OH--(Marketwired - Oct 30, 2013) -  Root Inc., the strategy execution consulting company, today announced the formal launch of its customer experience solution, Customers for Life. The solution leverages more than 15 years of experience providing retailers, commercial banks, and hotels with the insights and solutions needed to deliver greater customer satisfaction and loyalty. Customers for Life focuses on both the people and processes of the customer experience, offering a full complement of services that drive a customer-first culture and strategy -- including leadership alignment and advocacy, manager ownership of the strategy, and frontline employee engagement and productivity.

"Organizations spend countless dollars on their customer experience strategies, and in most cases, they're doing it all wrong," said Gary Magenta, senior vice president of client relations at Root Inc. "Despite best intentions, organizational leaders are not successfully moving from strategy to execution; they are missing the key elements needed to bring the customer experience to life. Leadership teams are often not aligned on the customer strategy and culture they are trying to build. Managers may not be empowered to act like owners and engage the frontline to do the right things for the customer. Lastly, the frontline is bombarded by conflicting priorities, policies, and procedures that can often prevent them from delivering an authentic experience with the customer."

Added Magenta, "The overarching objective of Root's Customers for Life solution is to help leaders create and align around a customer-first culture, empower managers to act like owners, and enable the frontline to engage customers authentically."

Customers for Life
Only 20% of organizations have a well-developed customer experience strategy, while 58% have a strategy that is just being developed.1 Root partners with companies to help leaders better define what a customer-first culture looks like to their organization. Then, Root uses its strategy execution expertise, creative and visual methodologies, and its insights on best practices for building employee engagement to bring that vision to life at all levels of the organization.

Root's Customers for Life solution focuses on three key areas:

1. Aligning Senior Leaders - Root helps leaders get clear and aligned with strong conviction on their customer experience strategy and recognize how a customer-first culture must support that strategy. This includes operationalizing the customer-first strategy based on agreed-upon priorities and the desired outcomes to cascade it out to the rest of the organization with so much clarity that there is no room for interpretation at other levels of the business. 

2. Getting Managers to Act as Owners - This component of the solution develops a team of very strong managers. With direct impact on the frontline interacting with the customers, managers are trained to better understand their role, internalize the customer-focused strategy, connect their teams to that strategy, and drive results. By empowering managers with the insights and knowledge to act as owners, they make better decisions that support the strategic customer-first priorities of the business.

3. Building Frontline Authenticity - This portion of the solution ensures that the organization builds the capabilities and skills of the frontline and helps each individual recognize how their role connects to the big picture customer strategy. Following deployment of the strategy, every frontline employee understands how he or she can personally deliver on the brand promise every time they interact with a customer, whether it's in a store, online, or via the contact center.

Industry Trends
Bruce Temkin, managing partner of Temkin Group, a customer experience research and consulting firm, said, "Successful customer experience transformation requires employees to understand the vision for improvement and to see how their role directly or indirectly impacts the customer. A key strategy for driving this understanding is to focus on middle managers. This group can be a huge catalyst for change when they are engaged, but all too often they are ignored and turn into severe obstacles."

Root leverages several solutions as part of the Customer for Life solution, including its Strategic Change Process®, Strategic Learning Map® Modules, and Root Compass® Manager Development Program.

An August 26, 2013 Forrester Research, Inc. report, "Sharpen Customer Experience Focus with Employee Engagement," stated: "Well-intentioned but naive attempts to create training programs can easily go wrong, especially when it comes to programs aimed at changing behaviors. Companies like Root and the Disney Institute have proven expertise at helping companies create training programs to engage employees in delivering the customer experience. Use tools like Root's Strategic Learning Map modules to facilitate training and help employees understand how what they do contributes to the overall experience."

Learn more about Root's Customer Experience Solution.

About Root

Root is a strategy execution company that helps organizations engage their people as the catalyst and driver for change. Root does this by connecting people with complex strategies using creative and visual methods, transformative insights, and consulting know-how on strategy deployment and sustainment. With more than 20 years of capabilities developed from partnering with the world's largest businesses, Root has created a proven framework that consistently achieves clarity, ownership, and results. Based in Sylvania, Ohio, Root has been recognized as a Great Place to Work for eight consecutive years. Visit for more information or follow Root on Twitter: @therootinc.

Root Compass, Learning Map, and Strategic Change Process are registered trademarks of Root Inc. in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

1 Integrated Customer Experience report. October 2013.

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