Are Your Employees Fully Aligned with The Promises You Make to Your Customers and Stakeholders?
Find out! - Apply to join our upcoming research project!
Service pulse
The aim of our upcoming research is to identify and analyze factors that impact organizational alignment with actionable value propositions (contextualized promises) on a longitudinal basis. The research focuses on exploring factors that enhance the interweaving of actionable value propositions into the service strategy and investment process by company internal expertise infusion. We apply a co-workership approach, and service design inspired methods.
If you are interested in assessing your organization’s promise readiness, please feel free to fill the form and we will contact you.
"Why do they make promises that we can't keep?"
The question that started our research
our research story
This eye-opening question became a generative research question. The research advanced by exploring frontline employees’ motivation to live up to the value promised to customers by their organization.
During the research, we encountered groups of employees genuinely frustrated with their current situation. These employees were undoubtedly customer-focused and motivated to serve their customers. However, they experienced factors hindering them from “walking the talk” and noted a gap between promises and their capabilities to deliver on those promises.
Our research mission is to broadly and in various contexts identify factors that impact an organization’s readiness to walk its talk and how organizations can elevate their promise readiness.
Recent Projects
Co-worker Alignment with Value Propositions 2023-2024
The objective of this action research project was to create an empirically grounded, coworker-oriented Co-worker Value Proposition Alignment Model (Co-Val). The model enhances co-worker readiness to perform in alignment with the organization’s sustainability-, and service promises.
The model can be used to elevate an organization’s promise readiness. Additionally, co-worker value proposition alignment improves: co-workers’ motivation, -wellbeing, and -job satisfaction; customer satisfaction and an organizations productivity.
The model supports co-workers in aligning with promises by creating actionable value propositions. Additionally, the model helps organizations involve co-workers in value proposition design. The research was conducted at CERS-Centre for Relationship Marketing and Service Management at Hanken School of Economics.
Read more here.
The Co-Val Project was funded by
PARTICIPATING ORGANIZATIONS’ EXPEREINCES
Experiences from the care sector
"Shared joy of life and presence also became an internal commitment, shaping how we interact as colleagues. At its best, it becomes a guiding principle for how we treat each other."
"We now understand what a promise is and what our promise means in practice for us. The process has concretized the meaning of the promise, and we have developed tools to help us remember the promise and ensure it is present in everything we do."
The investment sector:
“The process was a kick-start to aligning with our mission statement”
“Participating in this research supported us in our transition towards an ESG mindset. We allocated time for contextualizing our mission statement. This process escorted us one step further on our ESG journey”.
Education sector:
"Participating in this research supported us in our process of creating authentic value propositions with our different stakeholders in mind. Applying a bottom-up strategizing mode supported the contextualization of our value propositions."
Application form
Get in touch
Something you want to let us know, discuss or ask? We’d love to hear from you! Leave a message here and we will get back to you soon!