• Strategy
• Operations Analysis
• Organisation Structure
• Performance Management
• Communications
• Workforce Training
• Marketing & Customer
• Customer Experience
• IT & Web Infrastructures
• Systems Measurement
• Financial Exit
• Post Merger Integration
• Market Due Diligence
• Brand Evaluation Project
• Data Mining

Customer Experience Programme

POTENTIAL ISSUES

• How do we ensure that our customers have a consistently good experience every time they come in?
  
• How can we map out the journey the customer makes?
  
• How can we guarantee up-selling and value adding on every single customer transaction?
  
• How we determine what areas we should work on with regards to the customer journey?
  
• How can we identify all of the touchpoints that the customer goes through when in our establishments?
  
• How can we ensure that our staff maximises the customer experience at every single touch point of staff / customer interaction?

DESCRIPTION

Our Customer Experience Programme determines every point of contact between your customers and your people. We then design and develop expected behaviours and interactions between your people and the customer, and finally implement the behaviours into your workforce to ensure a consistent customer experience.

The effectiveness is then measured via mystery shoppers and customer feedbacks to continuously improve the customer journey.

The mystery shopper programme outlines the criteria that the mystery shoppers need to rate your store on. It is built based on your unique customer experience programme. By measuring the right things, you are able to see where the customer experience is being championed or failing.

The customer surveys tell you what the customer wants/needs/thinks.

HOW WE CAN HELP

It is important for customers to have the same experience every time they walk into your establishment. Through the customer experience programme you can effectively target the areas that your company needs to champion in. The last thing a customer likes to feel is being lost. Through our customer experience programme, they will know exactly what to do, how to do it, without wasting time. It should be clear and consistent throughout all locations.