Better customer experience means more money spend per customer, means more customers, means more purchases per customer
Great CX
a branded one
Great companies leave nothing to chance when it comes to their customer experience.
It’s not about what you sell. It’s about everything that surrounds the purchase.
A great customer experience can provide you with a strong competitive advantage, that is also extremely hard to copy. Even so, few companies are taking definite steps to control and improve the experience they are offering their customers.
How much is spent on setting up a store? How much thought and effort goes into putting together the place where the customer is served?
How much is spent on inventory and marketing? On royalties and commissions?
Surprisingly enough, as we have all seen from personal experience, a fraction of this effort and expenditure goes into ensuring that the customers attracted to the business are delighted enough to come back or even spend more during their visit.
How much business are you loosing? Do you know? Why? What are your customers experiencing?
We help you look at how you can better understand the customer journey and the experience you offer and identify where improvements need to be made to deliver the experience that customers expect.
Stefanos Marcou
Associate Partner
sm@businessin.biz
Customer Experience Evaluation
We work with you to break down the experience you want to offer into measurable elements
We send our trained mystery shoppers to evaluate your customer experience on site
We analyse the results with you
We train your people in the areas that are found to need improvement
We go back to the beginning and create a cycle of continuous improvement
Customer Journey evolution
If you have customers then you are providing them with an experience.
If this experience is great, poor or terrible depends on the journey you offer your customer
Have you identified the make or break moments of truth in your journey?
Can you describe your customer journey? Have you designed it?
Do you know the point in time that your client decides to buy or not from you?
Do you know what determines if you are customers will return?
Branded Customer Experience
A branded customer experience is an experience your customers identify with YOU. It becomes a point of reference and even a benchmark that they judge you and other companies by.
A great customer experience doesn’t just happen. I needs to be designed with attention to every detail and delivered by people trained to do so.
Although a branded customer experience is designed to create emotional responses, it should also be designed so that it can be measured objectively.
Customer Experience Excellence
Creating and maintaining an excellent customer experience requires commitment. The bar is so high and will be raised even higher as competition intensifies and customers become more and more savvy and even more demanding.
In order to leverage your customer experience as a competitive advantage, you need to put the right components in place so that your customers have a great experience, with no detractors, be they physical, functional, operational or interactive.
Get in touch
Lets keep your customers coming up
