Customer Experience - CX
Connect with your customers on a human level and win their loyalty.
The everyday behaviours of you and your people is the magic that makes your brand live.
We create the conditions for your people to connect with your aspirations and understand how, individually, they can bring your brand values to life and rise above the competition. This helps deliver a really positive Customer Experience.
connected
exceptional customer experience
Now more than ever your brand needs to stand out…
Through technological and digital revolutions, the world is getting smaller and the competition greater. Each year there is less opportunity for your differential to be the quality of your product or expertise alone. Machines will continue to take over an increasing amount of operational processes. This means that the touch points with your customers will decrease.
Every contact with your customers, internal or external, is critical to your brand and therefore your business’s success.
Why? Because your customers are human and they live through their emotions (even the ones who think they don’t).
We create the conditions for your people to harness the energy of human connection, work with it consciously understanding how, where and when to apply it. Build relationships, win fans, grow loyalty and your business will thrive.
our approach
As human beings, we like to think we are rational creatures. After all, it is one of the key elements that separate us from the animals. Businesses who also think like this usually choose to affect change in the following way:
ASSESS
PLAN
CHANGE
However, we are not rational creatures. We are fundamentally emotional beings driven by our feelings which inform our decisions.
If we want to effect change in our people’s behaviours we need to shift them emotionally. To do this, a different perspective is needed. When people see the world with a new clarity they are emotionally impacted. It is the energy of these feelings that makes change not only possible but irresistible.
We create the conditions for your people to harness the power of the energy that manifests through emotions. We do this by using a formula which is accessible and easy to apply to all situations, Perfect for improving CX:
SEE
FEEL
CHANGE
THE SERVICE PROFIT CHAIN
Don’t be fooled by the title, the Service Profit Chain model has the power of human energy flowing through it. An organisation builds brand loyalty one connection at a time, between leadership and frontline, and between frontline and customers. By enabling teams to provide a joined up meaningful customer experience, an organisation’s ability to continuously listen, adapt and thrive, will increase value and profitability.
We apply a gap analysis to your organisation’s Human Experience. We do this by measuring your current Levels of Loyalty.
Our unique tool for measuring the H2H (human2human) experience of your brand discovers the true gap in your current Customer Experience reality and your aspiration. The behavioural data reveals how your people and customers think, feel, and show up.
To achieve and leverage the holy grail of brand loyalty, your people must engage in a consistent and meaningful way with customers.
Shining the spotlight on how you are performing in this area enables you to address the critical H2H pain points, change behaviours and enhance the human experiences.
create your future now
we bring people together
Leadership Development
Learning consultancy
Team effectiveness
PEOPLE DEVELOPMENT
Culture Consultancy
Train the trainer
DRAMA BASED LEARNING
Hybrid learning
Customer Experience CONSULTANCY
COMMUNICATION EVENTS
connect.
Download our Customer Experience Brochure.