Delivering a great customer experience

Customers have more and more choice in today’s world – often at a click of a button – so creating a magic moment with your customers is even more important now than ever before. A great customer experience is what keeps your customers coming back for more. It is that defining differentiator in your service or product offering that makes your customers delighted to have bought from you – and who will tell their colleagues, family and friends all about you in a positive way. It is between five and fifteen times more expensive to acquire a new customer than to retain an existing customer so it makes sense to reduce unhappy customers talking about you in a negative way and never coming back. Retaining your customers and preventing churn increases your bottom line.

This is how we can help you:

• Create magic moments that matter to your customers
• Eradicate poor procedures
• Underpin process with recognised quality assurance practices
• Engage customers to provide valuable feedback
• Learn how to act effectively on that feedback
• Move detractors to passives, and passives to promoters
• Re-define the customer experience to increase loyalty
• Measure, monitor and manage the customer experience strategy