A happy customer is worth gold. Let us help you to understand your customers and create better customer experiences to make your company stand out and leave your competitors far behind.
We have introduced the new wave of omni-channel marketing and customer service to boost your customer experiences. Are you already surfing on top of it?
Do you know what your customers think about your company? Can you engage your employees to deliver great customer experiences? Our Customer First training focuses on the possibilities of Voice of Customer and its business benefits.
Everybody wants good customer service, including your customers. Our experienced professionals will train your company to become the champion of customer experiences. We will create a business fit plan for your company and help you run faster than any of your competitors.
When you need competent professionals to spar you to higher levels of business fit in your customer encounters, we support you on each step. If you prefer, also as a resource, whereby we agree on your goals along the way.
Your customers deserve unforgettable customer experiences. To stand out, you need to understand how to provide exceptional and first-rate customer service in every single encounter.
You desire a faithful customer who buys plenty. You also crave for customers who recommend your company and disseminate a positive image of your brand. You are already on the right path. Now it’s time to learn to identify the ones that bring the most profit to your company and create something quite unique for them.
The better you listen to your customers, the more money you will make. We will guide the conversation between the customer and your company, in order to turn customer understanding into euros.
Do you know whom you are selling to? We will help you collect, analyse and manage the right information in order to get sales soaring and win your customers’ hearts.
In all our trainings and projects, we act like a personal trainer: we start with an audit of your business health, to understand where you stand currently. Your knowledgeable personal trainer helps you by reviewing your basic condition in customer encounters, and defines the possible pain points.
By going through the different parts of your customer relationships, we are able to tell you what areas your company should focus on, in order to get in top notch. Based on the results, we agree together on the level that you want to strive towards.
A clear marching order helps in pulling through the training program that you will need to achieve the goals you have set, and meet the desired level of business condition. We encourage and motivate the competence development of your company. With the program planned together with your personal trainer, you will be able to find a pace that fits your needs and feels good.
The aimed customer experience strategy will then be put into practice, and the achievements towards the set goals – the pulse of the customer experiences delivered by your company – measured in all everyday customer touchpoints. Your personal trainer will be supporting you in achieving these goals on each step you take.
We will spar you on the game fields of customer service, where you will, as the quarterback of your company, offer memorable and profitable experiences for your customers. We will coach your team to play together like never before and tweak your game techniques.
Based on the attained customer understanding, we will design your company better, more memorable and profitable customer experiences and bring the plans to life to your customers through service design.
We know how to recognise which of your customers should be paid attention to and how. We advise you on the type of campaigns suitable for implementation and how to manage your customer dialogue as a whole. Get your voice heard amidst your customers and achieve your desired results with us.
We will tirelessly guide you in searching for solutions to refine your customerships and to build an operational customer vision that drives your company to gain revenue, reach a more cost-effective way of operation and create more profitable customerships. Our goal is to train you to addresses customers’ needs, increase recommendations and improve sales all in one go.
Understand the information that can improve the reputation of your company as a reliable and customer-friendly brand. Concentrate on creating and sustaining customer understanding, because customers don’t always know what they need. You can also push forward your customers wants through an effective and relevant customer experience.
Engage customers by using the voice of your customers in product development, and prove them your company has listened and taken heed. Turn their wishes and feedback into reality. Make no mistake about it, you will win their hearts!
In fact, inaccurate information may lead you astray. One must dig deeper and know what information is relevant and have a factual meaning in developing sales and customerships.
To drive your business with data, you must know who your customers are. When a customer is identified, services and products are far easier to personalize. Knowing your customer and using targeted marketing activities and communication will increase sales and improve the popularity of a brand.
We will audit your customer data and offer models and procedures to manage it so it can be used in planning and developing its business.
We will also help you in managing and utilizing big data and coach you on benefitting from data-driven business. Let us be your guide in making you successful with your collected data!
If you want to win your customers’ hearts, you must know who they are. You also need to know who you would like as your customer. An inventive and intuitive business idea that pays attention to a basic need will take you far.
Together, we will design what your company needs in order to succeed in a competitive environment, turn that knowledge into successful activities, and train you to be the ultimate winner on the finishing line.
Sirte Pihlaja is the CEO, Customer Experience Optimiser of Shirute, the first customer experience agency in Finland. She is also heading the activities of the Customer Experience Professionals Association (CXPA) in Finland. Sirte is an internationally known expert in her field, a trainer, designer and strategist with over 20 years of experience in advising large domestic an international corporations and brands in different industries (e.g. Elisa, Arabia, Fiskars, Hackman, Iittala, Marimekko, Nokia, Nordea, Rovio, S-Group, TeliaSonera, Veikkaus, VR and Finnish Broadcasting Company).
Sirte delivers creative solutions in customer experience research and experience design, customer experience management, data-driven business, voice of customer and reputation management, and concretising solutions through multi-channel service design.
Antti Harjuoja is an advocate and a driver of customer-centered business. Currently, he works as a Culture Designer and NLP Associate Trainer at Milestone. Antti has over 10 years of experience from various customer-facing roles in different industries. He believes that customer thinking must be at the core of developing customer experiences. Antti is also an active social media manager who shines in identifying the most effective new digital channels and practices.
Krista has almost 20 years of experience in marketing. She has worked in ad agencies as a producer, planner and account manager.
Strategic marketing planning, creative communications, event and concept design and customer experience based marketing are close to Krista’s heart. Challenges and tight schedules motivate her. She has been leading projects and teams for many years at Stockmann, being in charge e.g. of Hullut Päivät campaigns.
In addition to her own ad agency, she manages the marketing of Tapiola city center. Krista believes that targeted communications, voice of customer and creative marketing – combined with unforgettable experiences – are key elements that can be utilised to strenghten customer loyalty.
Manne Laukkanen is an experienced customer data architect, who helps companies to utilize their consumer and customer data to drive their business. Manne works with analytics, business intelligence, big data, business intelligence and data warehouse-solutions and acts as a technical project manager, senior IT expert SCRUM master. He focuses on customer profiling, especially buying behavior, and utilising demographical and geographical customer data.
Manne is a Ph. D. specialising in IT solutions. He can help you in all the phases of customer data management: data collection, data modeling, storage, quality monitoring, data aggregation, reporting, statistical modeling, and more advanced solutions for data-driven business.
Karri Pulkkinen is specialized in B2C business growth, profitability improvement and customer experience development with the help of information technology and analytical methods.
Karri has designed and implemented technology solutions that serve tens of millions of consumers for B2C companies, and has profound knowledge of big data technologies, traditional data management and predictive analytical methods. He has 20 years of experience in IT as a technology expert, consultant and business line manager.
Jesse Sandqvist from Seed Digital Media is an international expert on email marketing, marketing automation and omnichannel marketing. Jesse is at ease both on strategic level and when it comes time to make plans become reality as concrete actions and business results.
Joona is a Creative Designer focusing on visual communications and user experiences. With over 15 years of hands-on experience on marketing, concept creation and graphics design, he is no stranger to all imaginable media and communication methods. He provides visually impressive, easy-to-understand concepts and end products from visual identities, user interfaces, motion graphics, packaging and advertisements to social media and beyond.
Joona lived most of his childhood in Japan, soaked in the advanced communication environment with a visually rich landscape. He holds an Advertising Graphic Artist’s Degree (MG) from The Institute of Marketing of Helsinki.
Finnish organisations are starting to dare invest in customer experience management, as there are visible effects and returns on investment. Almost 9 out of 10 believes that their investments have been profitable. They also tell that CX related activities have affected their turnover during the past year. These were some of the most interesting results from the research done by Shirute Ltd for CXPA Finland. The most capable organisations in CEM were published at the CXPA Finland summer party. Telia was again number one, with DNA, Elisa and Paroc ranked second in our State of Customer Experience Management in Finland 2017 survey.
Are you a customer experience management professional or a company, that wants to encourage its employees to develop their skills in customer experience? CXPA Finland is the local networking committee of the international, non-profit Customer Experience Professionals Associationin (CXPA). Our aim is to get companies deliver better customer experiences. We organise regularly interesting events on these topics, and you are warmly welcome to participate.
Join us in developing customer experience management practices in Finland, and to share current information and best practices with your colleagues. Our activities in Finland are lead by Sirte Pihlaja, CEO and Customer Experience Optimiser from Shirute. She is one of CXPA’s international founding members.
Would you like to understand, how you can stand out from your competition, and get your customers to buy your services – not even looking at the price? Please leave us with your contact information, so we can plan together how your company can become the best in customer experience management!