Customer Culture

Love equals Loyalty which ultimately leads to Advocacy and Sales

Why training tools alone don't work

We know there is little point in JUST giving your people tools for how to give a great sales and service experience. They know what ‘great’ does and doesn’t look like, they see every day as customers themselves.

It has to go deeper than that. They need to understand WHY they WANT to do it.

If your organisation is ready to go deeper, really love your customers and give them a spectacular experience then we’re your guys!

And we start by helping you to create a customer centred culture in your organisation.

We believe that to truly enhance the experience for your customer the whole customer lifecycle or journey must be evaluated. We often find that some aspects of the lifecycle are stronger than others and no two lifecycles are the same. We also know that when it comes to sales and service there is always opportunity to enhance the experience.

With our approach:

gaps and holes are identified and plugged

performance is improved

customer satisfaction and advocacy is increased

During this unique approach to creating a customer centred culture and analysing your customer journey, we will look at each important stage to see what works and what could be improved, learning from the best and enhancing the less effective. After all, your organisation’s sales and service chain is only as strong as the weakest link.

So, if you want to sell more, we will show you how to focus on how you show love and serve at each step of the customer lifecycle.

The 5 Customer Lifecycle Stages that we focus on are:

Attraction

Conversion

Delivery

Retention

Advocacy

Who we help

We help organisations and people that agree with following statements:

SELF – I am part of a team and want to give a better service and/or sell more to my customers

TEAM – We are a team and want to help the customer with our sales and service processes in a seamless customer friendly way

BUSINESS – We want a reputation for loving our customers

CUSTOMER – I want a consistent experience and to feel loved and valued by whomever I deal with in the organisation

Elements of Excellence

The essential elements of Enhancing the Customer Experience are:

Creating a customer centred culture

Clear processes and desired behaviours (what you do and how you do it)

Consistency (getting it right EVERY time with EVERY customer)

Evaluation (how you measure quality and consistency)

Whatever your starting point, we will join your quest to enhance the customer experience at any (or as many) of the 5 levels involved

Find your WHY - in respect of customers (Mission)

Decide how you want to show the love (Values)

Make it a shared vision (Get everyone on board)

Set the standards (Define desired behaviours, best practise systems and processes)

Do and Review (Deliver, measure and continuously improve)

get started with a call from us

Other ways we can help

We understand the challenges of developing your people whilst managing the day to day running of your operation brings, so we offer a choice of 5 different ways of working with us to make sure that you get the best fit for you.

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