Happy employees deliver happy customers
A great customer experience is vital. You know it. But how do you get your team to deliver it efficiently and consistently across all touch points? And how do you get them to break the departmental silos in their mind - work as a single team?
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If you are a business leader, these pressing questions must be playing on your mind.
Poor or inconsistent customer experience can lead to one or more of the following:
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A neutral or negative brand sentiment on social media
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Declining customer satisfaction scores
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Erosion of your brand differentiation, leading to decline in revenue and loss of market share
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Overwhelmed and unmotivated employees in customer-facing departments
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Customer service training programs don’t offer the right solution because they focus on a few generic soft skills. They don’t see the big picture aka the customer journey vis-à -vis your business. They don’t dive deep into consumer behaviour and buying psychology.
So how do we address this challenge? That’s where I come in!
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I have helped several organisations create a great customer experience that brings in more referrals, more repeat purchases and a positive brand sentiment. All of this leads to inexpensive, organic business growth.
I have distilled my experience and expertise into two powerful, result-oriented training workshops. These can be delivered in-person or online:
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Customer Experience Workshop
My flagship training program equips your employees with the mindset, strategies and tools to nurture customer relationships and deliver an experience that is seamless and remarkable.
Customer Touchpoint Discovery Workshop
A 1-day training program designed for senior and middle management to identify, capture and record all the touch points where customers engage with the brand.
If you need my support over a longer time, to enhance the customer experience delivered by your organisation, track it regularly and mentor your teams, a consulting engagement would probably be a better fit.