Our Solutions

We take a unique approach to leadership development. We know each leader is different, so we build on their individual strengths and help them to develop areas which deliver impact. We respect their ability and build on it, identifying the small gaps that, when addressed, will deliver the greatest outcomes.

We know from experience that each leadership team faces a unique set of challenges. We work with and alongside your leadership, understanding the culture and shaping them in the moment. We help them to distil strategy and goals, sharpen commercial focus and engage their people to deliver results.

Our recent leadership programs have delivered over 250% return on investment, using our operational experience to drive focus and development into key areas.

At Looking Glass we hold a strong belief that the majority of change happens in real time, or ‘on the job’. As such, we focus on working alongside leadership, helping them to understand what they are doing that adds value, and shaping any gaps.

We help leaders to understand what quality development looks like, building a culture of accountability and adding value. Building the environment is crucial to high performance, and our associates will stand alongside them helping to shape this until the change becomes engrained and results and both improved and sustainable.

Our performance coaching has led to over 250% ROI for a debt collection specialist, improving their commercial metrics whilst also driving customer satisfaction, and a 6.2% improvement in retention performance for one of the UKs biggest broadband and home TV providers amongst others.

In the modern market, retaining Millennial and Generation Z talent has become increasingly difficult. Growing awareness of other opportunities via digital media, a greater understanding of what they want and what a company promises / delivers and a lack of understanding of values / drivers have made retention and attrition a costly issue for many organisations.

We recently delivered a remote leadership programme designed around this, including motivation, retention, understanding individuals, progressive culture and inclusive leadership. Our experience has given us great insight into this issue, including the substantial gap between what organisations think these generations want and what they actually do want!

Many people know the core skills when it comes to selling, building rapport, questioning, taking note, closing the sale – we’re sure you’ve heard this before.

When it comes to selling, we know that one size does not fit all. Our intelligent sales training is based on knowing your style, recognising different behavioural styles in others and being able to connect in a way that builds trust.

We build trust within the sales process so that we can understand people, and in turn talk about products that naturally fit the conversation. This approach also allows us to ask for the business in the right way and discuss any issues in a way that maintains the connection and trust.

Our sales programmes have delivered results of over 40% for a national telecoms providers retail outlets as well as a 30% increase in insurance sales from a team that was primarily recruited for service.

We know that when it comes to customer service, all of the data tells us that ease of use and trust are two of the core things that fuel customer satisfaction and retention.

What it doesn’t tell us is what ease of use looks like to different types of people. Our customer service training centres around setting the tone, solving problems and ending on a high, with particular focus on understanding the type of person we are talking to and connecting in a way that makes doing business easy.

Our proven methods have delivered results in some of the UKs biggest organisations, with one seeing an improvement of over 35% in their net promoter scores for B2B customers, and an international client seeing positive NPS for the first time which led to a minus figure score becoming plus 31% in their biggest market.