EVERY STAGE OF BUSINESS IS BUILT WITH THE CUSTOMER IN MIND
STAND-OUT CUSTOMER EXPERIENCE
EARLY STAGE COMPANIES: FIRST CUSTOMERS
You are an entrepreneur with a game-changing idea. I come alongside and listen. I consider (and research) the customer's point-of-view and probe for the needs you expect to meet. As we define the desired experience, we translate your big goals into hands-on action plans to ensure that every point of the customer journey is poised to create the positive experience that builds loyalty.
NEW LAUNCHES: CUSTOMER FEEDBACK INFRASTRUCTURE
You've built the foundation. Your facility is ready, your core team is in place and your services are defined. What's the best way to create stand-out customer experience for each service line? I work with you to build a disciplined feedback system, deliver customized training and design the processes that find and keep the right customers. I lead teams to identify and solve the right problems - and earn customer loyalty with each interaction.
REBUILDING CUSTOMER LOYALTY
Your teams are not reaching goal. Call volume is decreasing. You need to turn the game around and reconnect with customers, win new ones and boost morale and team skills. I quickly bring fresh energy. experience and know-how to re-engage employees, vendors and customers. Together we pinpoint the problem and get some quick wins, inspire best performance and grow a culture that supports long term customer loyalty.
Your best marketing strategy may be to
CREATE BETTER EXPERIENCES
80% of CEOs believe they offer a superior customer experience, but only 8% of their customers agree! This is the problem that I coach your teams to fix, taking your service vision across all areas to execute consistently at every touch point. Customer Experience is the sum total of every interaction a person has with your company - and it incorporates marketing, operations, HR, finance and sales- which means bridging silos and building cross-functional teams to design best solutions. I bring the critical leadership and coaching skills needed to map the process and mobilize competent action.