Strengthening Customer Experience
Research conducted with thousands of customers in many businesses has shown that human behaviour is the decisive factor in the quality of Customer Experience. Therefore, way your customer-facing people interact with customers has the potential to exponentially increase (or reduce) the trust, goodwill, loyalty and income from your customer base.
Bridging the Customer Experience Gap is a development programme that has identified the small number of critical skills and behaviours that result in outstanding customer experiences every time they are applied. Organisations that have implemented this approach have repeatedly reported increases in Net Promoter Score of between 10 and 20%.
Modular in format, there are three distinct elements to the approach:
1. Repeatable, high-impact triggers and behaviours
We have created a series of powerful, highly memorable metaphors and tools that ensure crucial Customer Experience mindsets, skills and behaviours can be instantly and easily applied to every human interaction. These apply whether the interaction is externally with customers, partners or suppliers or internally with colleagues. This enables new habits to form very quickly and therefore, accelerates and deepens their adoption into daily life. Key content areas include:
Building a Customer Experience mindset.
Building deep and lasting trust.
Making the customer feel valued, respected and listened to.
Dealing with difficult customer situations and complaints.
2. Cascading workshops throughout customer-facing teams
We have designed short, sharp interactive workshops to share the tools, metaphors and behaviours with relevant audiences.
We also train internal Customer Experience ‘Champions’ within our clients to be able to deliver these workshops to their colleagues. This increases internal advocacy, ownership and buy-in. It also enables maximum flexibility for how and when these workshops are delivered – all important factors in ensuring maximum momentum and impact.
3. Sustaining the momentum
We facilitate workshops with leaders and managers to identify the additional organisational and cultural levers that can be pulled to maintain the positive impact on NPS created by the initial training. This results in low-cost, low-effort but high-impact actions and activities that ensure Customer Experience improvement is embedded into the DNA of the organisation.
If you are interested in boosting Customer Experience and NPS scores, contact us now!
“I have been in this role for 20 years and that was the best programme on this topic I have experienced in that entire time. You made the complex simple and left us with practical next steps that we can action in every single conversation – externally and internally.”