Customer Experience Consultants

If you rely on attracting and retaining customers into your business then you should be talking to Modus Operandi marketing 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 and as customer experience consultants we can show you how to do this. 

Customer Journey

As customer experience consultants we focus on what it feels like to be a customer of your business. We specialise in developing customer journey strategies that improve and enhance a customer's experience. We can map out the Customer Journey highlighting gaps and inefficiencies and suggesting process improvements to enhance the customer experience.

The Customer Journey is about seeing your business through your customer's eyes. How easy is it to do business with you, how simple or complex is your Customer Journey? Once again your employees and processes are at the heart of your Customer Journey. Do you have trained and capable employees? Are your employees empowered to make decisions to meet customer's needs. Do your employees understand your product and service offer and how it can benefit a customer? Most of all can they communicate and engage with your customers to make a great Customer Journey and an outstanding customer experience? If not our Customer Experience Consultant can help you.

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.

Ask yourself the following Customer Experience questions:

• Who is responsible for your Customer Journey and Customer Experience? Operations, marketing, sales, everybody?
• Why would customer's choose your organisation over your competitors?
• How satisfied are customers with the experience you provide?
• How easy are you to do business with, what does your Customer Journey look like?? 
• Do you treat all your customers the same, is the customer experience the same or different?
• 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 and why? What in their customer journey or customer experience turned them off?
• What customer service 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?

If you don't have answers to these questions you should be talking to our customer experience consultants.

Customer Experience Improvement 

Once again your employees are your biggest asset in creating customer experience improvement. Your employees are pivotal in attracting 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. Our Customer Experience Consultants can provide your employees with the tools and techniques to enable customer experience improvement and ongoing assessment. We can train your people to be naturally confident and engaging with customers and make a great customer experience 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.