Customer experience management
Expert Guidance
Great companies leave nothing to chance when it comes to their customer experience.
It’s not about what you sell. It’s about everything that surrounds the purchase.
A great customer experience can provide you with a unique competitive advantage, that is also extremely hard to copy. Even so, few companies are taking definite steps to control and improve the experience they are offering their customers.
How much is spent on setting up a the physical components of a business? How much thought and effort goes into putting together the place where the customer is served?
How much is spent on inventory and marketing? On royalties and commissions? In most cases, more than what is invested in ensuring that the customer keeps coming back.
Surprisingly enough, as we have all seen from personal experience, a fraction of this effort and expenditure goes into ensuring that the customers attracted to the business are delighted enough to come back or even spend more as a result of their interaction with the company.
How much business are you loosing? Do you know? Why? What are your customers experiencing?
Crafting a unique customer experience
your most important competitive advantage
Customer experience evaluation
We work with you to break down the experience you want to offer into measurable elements.
We send our trained mystery shoppers to evaluate your customer experience on site.
We analyse the results with you.
We train your people in the areas that are found to requireimprovement.
We go back to the beginning and create a cycle of continuous improvement.
Customer journey mapping
If you have customers then you are providing them with an experience.
If this experience is great, poor or terrible depends on the journey you offer your customer.
Have you identified the make-or-break moments of truth in your customers' journey?
Can you describe your customer journey? Have you designed it?
Do you know the point in time that your client decides to buy or not from you?
Do you know what determines if your customers will return?
Branded customer experience
A branded customer experience is an experience your customers identify with YOU. It becomes a point of reference and even a benchmark that they judge you and other companies by.
A great customer experience doesn’t just happen. I needs to be designed with attention to every detail and delivered by people trained to do so.
Even though a branded customer experience is designed to create emotional responses, it should also be designed so that it can be measured objectively.
Customer experience excellence
Creating and maintaining an excellent customer experience requires commitment. The bar is already high and will be raised even higher as competition intensifies and customers become more and more savvy and even more demanding.
In order to leverage your customer experience as a competitive advantage, you need to put the right components in place so that your customers have a great experience, with no detractors, be they physical, functional, operational or interactive.