Is your company’s customer promise consistent with the delivered customer experience? How can you align different parts of the organization around your customer experience goals? What type of governance is needed to ensure focus on the customer?
Customer experience has become a critical differentiator in today’s dynamic and competitive global marketplace. There’s tangible business value in managing the customer experience effectively.
The Customer Experience program is about supporting your organization in the contact with customers in order to improve the customer journey, create customer loyalty and increase sales effectiveness. We help you identify gaps between customer promise and delivered customer experience. CX is about how to take care of our internal customers. how building cooperation between departments in your company, identifying internal customers, analysing their wants and needs, and creating open communication to identify and act on specific process improvement opportunities.
Our training gets the participants involved in the creation of a business culture steeped in genuine customer focus and they get an understanding of how they interact with the customers but also internally within the organization.
Our experience shows that there is no way to become a customer-focused organization without being people-oriented. EL work with people and behaviours. We identify relevant and necessary behaviours that support customer focused leadership, and then tailor-made a program and material that suits your needs.