SHARPER COMPETITIVE EDGE
Phone: (416) 465-0800 - Email: email@example.com
AN AWESOME CUSTOMER EXPERIENCE
CREATE A RELATIONSHIP OF TRUST AND LOYALTY
It is vital to manage the customer experience to meet todays 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
- 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