Unlock Exceptional Customer Experiences with TGC’s Customer Obsessed Culture Framework
In today’s fast-paced world, customers expect more than just service—they want memorable experiences. At The Gamification Company (TGC), we help organizations create a culture that not only meets but exceeds customer expectations. Our Customer Obsessed Culture Framework goes beyond metrics—it’s about creating deep emotional connections that drive loyalty, increase sales, and foster long-term success.
A Diagnostic Approach: Behavioral Sciences and Best Practices-Led
The foundation of TGC’s Customer Obsessed Culture Framework is our Behavioral Sciences and Industry Best Practices-Led Diagnostic Model. We begin by assessing your organization’s current practices, analyzing processes, people practices, and systems. Our approach identifies strengths and opportunities within your operations to craft a roadmap for improvement.
How We Do It: The TGC Journey
Assessing Current Practices
Through our behavioral sciences and industry best practices diagnostic model, we assess your organization’s existing processes, systems, and people practices. This stage helps us identify strengths and areas for improvement, providing a clear picture of where you are and where you need to go.
Defining Your Core Service Promise
We work with you to clearly define your core service promise—the commitment your organization makes to its customers. This promise becomes the North Star for aligning all processes, people practices, and systems across your organization.
Documenting Processes, People Practices, and Systems
Once the service promise is defined, we help you document and align processes, people practices, and systems to ensure consistency and quality in every customer interaction. This includes outlining behaviors, protocols, and workflows that resonate with your service goals.
Training and Certification
We don’t just define the processes—we ensure your team is ready to deliver. We provide training and certification for your functional teams, empowering them to execute the newly defined processes with confidence and excellence.
Implementation & Measurement
Our framework supports your organization through the implementation phase, helping you put your newly aligned processes, people practices, and systems into action. We also establish impact measurement tools to track progress and continuously improve.
Governance for Sustainability
Sustainability is key to long-term success. Our overarching governance framework ensures that all elements of the framework—from processes to behaviors—are maintained. This governance model enables continuous improvement, ensuring the framework stays aligned with evolving customer needs and business goals.
Operational Excellence – Game of Phones
Our proprietary Game of Phones platform is the cornerstone of operational excellence. This gamified performance management system turns every workday into an engaging challenge, where agents and teams can earn points, badges, and rewards for hitting key performance metrics. By transforming the workplace into a dynamic game, Game of Phones drives better engagement, higher motivation, and improved outcomes.
Our 3-Pronged Approach to Success
We believe that creating a customer-obsessed culture requires more than just tools and processes. It’s about building awareness, developing understanding, and fostering implementation. Our framework is designed around a 3-pronged approach:
Definition & Documentation
We begin by clearly defining and documenting customer-centric behaviors, goals, and processes that will guide your team. This sets the foundation for aligning everyone towards a unified customer-focused vision.
Awareness & Understanding
Once defined, we create strong awareness of these customer-centric goals through immersive learning experiences. We foster understanding by ensuring that every team member, from the frontlines to leadership, knows exactly how their role impacts the customer journey.
Implementation & Sustenance
The key to success is embedding these behaviors into daily operations. Through gamification, ongoing coaching, and performance tracking, we help your team implement these practices consistently, ensuring long-term sustenance and continuous improvement.
Client Success: Transforming a Global Bank’s Call Center
Increased lead generation from 8% to 20%
Boosted conversion rates from 30% to over 45%
Saw a 15% jump in overall revenue
These results weren’t accidental—they were achieved by moving away from a traditional cost-center mindset and focusing on creating a customer-obsessed culture that drove tangible business outcomes.
Let’s Get Started: Transform Your Organization
Are you ready to transform your team into a customer-obsessed powerhouse? Let us show you how. At TGC, we don’t just help you improve metrics; we help you build a culture of continuous excellence where every team member is excited to deliver their best every day.