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Boyle Consulting: Boosting Customer Experience with Effective Leadership

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As a young engineer Robert Boyle, the Founder and CEO of Australian based Boyle Consulting, discovered a significant disparity between training and development opportunities offered to staff within the factory as compared to the dealership network.

Fresh from attending a three-month training and development program in Illinois, Boyle returned to Australia and witnessed firsthand the hardships faced by dealership managers supervising large teams, and noticed a reluctance to invest time, energy and resources to develop effective leaders.

However, it was the unceremonious demotion of a dealership manager due to lack of leadership training that prompted him to launch Boyle Consulting and offer specialist training and coaching to frontline managers.

For more than 30 years Boyle Consulting, a specialist consulting and training company has provided leadership, customer service, and organizational change training to numerous European, North American, Japanese and Korean multinationals and their distribution networks in the automotive, agriculture, and heavy equipment sectors.

As opposed to other leadership development programs which target C-suite executives, Boyle Consulting focuses on frontline to middle-level leaders who are instrumental in achieving sustainable organizational change and implement the strategic direction set by senior leaders. Backed by an expert pool of industry facilitators, Boyle Consulting’s leadership development programs focus on the implementation of ‘real and measurable’ work-related projects that provide value to both the participant and their business.

The company utilizes a range of self-evaluation tools which allows developing leaders to increase their self-awareness and to recognize how leadership effectiveness is influenced by interpersonal skills, emotional intelligence, and achieving results through people.

Because executive leadership teams ultimately drive culture, customer experience, and business performance, Boyle Consulting ensures senior business leaders are included in the development of a training program.

“A common denominator in a company’s success is the need to be focused on the customer experience,” Boyle said.

“At Boyle Consulting, the team understands this involves an organizational-wide approach, because ‘leadership’ is key to developing culture.

“Our work in conducting frontline customer experience training ties in well with this leadership development approach.”

Boyle Consulting’s expertise is clearly evident at Hitachi Construction Machinery. In the past 14 years, Boyle Consulting has conducted 14 leadership and customer service programs. Based on the leadership diploma course created and conducted by Boyle Consulting, Hitachi Construction Machinery, Australia, entered the internal Hitachi Innovation Award.

This leadership development submission and its results won first prize in Hitachi’s internal competition across all divisions with over 60 submissions.

Most importantly the training also helped Hitachi achieve strong results in terms of development and compliance with environmental cost-saving standards, and a 25 per cent reduction in operating costs on facilities and fleets. Riding on this success, Hitachi, along with Boyle Consulting will soon implement recommendations from its most recent diploma program and create a new change strategy to enhance its customer’s experience.

Having worked with organizations in more than 35 countries Boyle Consulting’s next step is to build on its Australian client base and expand its footprint into Asia through its associated clients.

“Effective leadership is the ultimate driver of culture and business performance,” Boyle said.

“Without effective leadership organizations cannot attract or retain the best talent or customers, reach high levels of productivity, or achieve short- and long-term success.”
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Boyle Consulting

Company
Boyle Consulting

Headquarters
Queensland, Australia

Management
Robert Boyle, Founder

Description
For more than 30 years, Boyle Consulting, a specialist consulting and training company has provided leadership, customer service, and organizational change training to numerous European, North American, Japanese and Korean multinationals and their distribution networks in the automotive, agriculture, and heavy equipment sectors. Boyle Consulting is committed to developing leaders globally through education, training and consulting workshops focused on strategy, cultural change, and performance improvement. As opposed to other leadership development programs, which target C-suite executives, Boyle Consulting focuses on frontline to middle-level leaders who are instrumental in achieving sustainable organizational change and implement the strategic direction set by senior leaders