Improving Customers' Experience
Are you thinking outside the box?
When times are hard, customers are likely to be less forgiving of a poor service experience and more discerning in their purchase decisions as they try to make hard earned cash go further. Stay ahead of the competition by ensuring:
- Your team members know the basics and have a clear understanding of what it takes to create and keep customers.
- Customer contact moments are properly identified, managed and consistently delivered by all.
- You reward your people for providing excellence and giving them incentives to go the extra mile.
Our approach is to:
- clarify your customers’ journey
- research what customers would like you to do more of
- fix things that aren’t working for them
- set operational standards and ‘agreed ways of working’
- build appropriate measures to track success
- develop skills and behaviours of the teams and managers
- implement, coach and overcome internal communication barriers
- develop systems that reward success
Contact us to find out more.
