SHARPER CUSTOMER FOCUS
SHARPER COMPETITIVE EDGE
Phone: (416) 465-0800 - Email: info@customerfocusconsult.com

MANAGE AN AWESOME CUSTOMER EXPERIENCE
CREATE A RELATIONSHIP OF TRUST AND LOYALTY

The Challenge

It is vital to manage the customer experience to meet today’s prevailing challenge. Never have consumers had so much choice: choice of supplier, choice of channel, choice of products and services. The outcome is determined increasingly by the quality of managing the customer experience. This goes way beyond customer satisfaction, in fact research found that 80% of customers who switch supplier expressed satisfaction with their previous vendor. It requires no less than a complete focus on the people who manage the customer experience of your organisation, delivering your proposition through every sales and service transaction every day. People make the difference to your business results.

Meeting the Challenge

The Awesome Customer Experience Challenge is to stop merely satisfying your customers and build a consistent and repeatable process to start delighting them. Delighting customers will fulfill the dream of creating a new customer or experience economy in which customer loyalty, customer relationships, stronger brand, and solid differentiation can be achieved. Anything less will fall victim to your own competition.

Customer relationships are built on trust, established through consistent, repeated good experiences throughout the Cycle of Service.

Manage the Customer Experience

Every organization has a customer experience. It is what happens for or to your customers as they learn about your company, try and then buy your product or service, get help, and share ideas. What is your customer experience today? Is it working for you or against you?

The fact is that most organizations do not [sufficiently] appreciate their Customer Experience. Neither do they proactively and in detail manage the Customer Experience throughout the Cycle of Service. Successful Customer Experience Management starts with mapping and detailed analyses of all customer contact points - “Moments of Truth”.

Use the Customer Experience Workshop

This extensively proven quick-results method for intensely managing the customer experience throughout the Cycle of Service (externally or internally), defines, analyzes and reshapes customer contact points, or Moments of Truth. This is my best-value service offering that invariably provides tens of pragmatic improvement opportunities as wells as strategic recommendations.

The benefits and outcomes of my Customer Experience Workshop are that it:

• Helps you define your desired customer experience
• Identifies innovative and breakthrough service ideas
• Differentiates your service
• Focuses your people on the customer
• Pinpoints the desired behaviours
• Gives management a framework for leadership, management and coaching
• Ensures you have the right business processes

Request a detailed service brochure and more information on my other services