Customer Experience

If you rely on attracting and retaining customers into your business then you should be talking to Modus Operandi because as customer experience consultants we can show you how to deliver an outstanding customer experience. Everything you say and do as an organisation whether it is face to face, on the phone, by email or letter will create a first and lasting impression to your customers, a customer experience. Whether you provide the customer experience or outsource to another company to your customers it is all the same, it is your image, brand and reputation they are experiencing and forming opinions about. Whether you are selling hotel beds, meeting rooms or food and drink you have to make the customer experience a good one. A fabulous customer experience is about meeting and exceeding your customer's expectations. 

Customer Experience Journey

You need to focus on what it feels like to be a customer of your business. We specialise in developing customer journeys that improve and enhance a customer's experience. We can map out the process highlighting gaps and inefficiencies.

How easy is it to do business with you? Do you have enough trained and capable employees who are empowered to make decisions. Do they understand your business, your products and services? Most of all can they communicate and engage with your customers?

A great customer experience relies on placing the customer at the centre of your business, in other words developing a customer centric business. We regularly work with service organisations (particularly hospitality clients) who expect customers to circumnavigate their often complex internal structures. You can structure your business in whatever way works for you but you must make your customer's experience seamless and super efficient.

Customer Service

Ask yourself the following Customer Service questions:

• Who is responsible for customer service? Operations, marketing, sales, everybody?
• Why would customer's choose your organisation over another?
• How satisfied are customers with the experience you provide?
• How easy are you to do business with? 
• Do you treat all your customers the same?
• Do you know who your customers are, do you have a relationship with them?
• What are your current customer service brand standards and best practises?
• Do you know how many customers you lose?
• What guarantees do you offer?
• What do your customers say about your business, what is their customer experience?
• What do your employees say about your customers? What is their attitude to customer service?

Customers and Employees 

Once again your employees are your biggest asset in obtaining and retaining customers and creating a great customer experience. Your organisation should be represented by people who can build rapport, connect and empathise with the customer. Scripted customer service calls are outdated and are a signal to the customer that they are just one of many customers and you treat them all the same.

If you want to make the customer feel valued and the customer experience an enjoyable one then you need to reach customers and interact with them on a personal level. We can train your people to be naturally confident and engaging with customers and make a correct and memorable impression first time and every time.

Customer Service Department 

If you have a customer service department you must be sure that it leaves your customers with a positive impression. Ensure that it works in collaboration with the rest of the business and seeks to lower the number of complaints through a process of continuous improvement. That it is manned with customer service employees who genuinely care and are committed to your organisation. That those individuals are trained, motivated and encouraged to provide an outstanding customer experience.