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.
The LEGO® Serious Play® (LSP) method is known worldwide for bringing in profitable perspectives from a different angle.
With this method, you will be able to develop your customer values, intelligence, and experience by concisely pinpointing the good and bad performances. It is also the perfect tool for ideating future scenarios and change.
CX Play® is a tool for multiple applications whether strategic, organisational, or product development and innovation. Book your own tailored workshops or join in on our open sessions.
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.
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!
This benchmark is the most comprehensive study evaluating the CEM capabilities and competences. We have been studying the current state of CEM (Customer Experience Management) since 2013.
The participating organisations are evaluated against the Shirute Customer Experience Management Index™ to understand the level of CEM maturity.
We recommend taking the benchmark survey at least once a year. By doing so, you truly understand and witness your own CEM development. Best of all, benchmarking is FREE!
The analysis is performed based on your CEM Benchmark. It covers all the important areas of good Customer Experience Management and gives you an overview of your current competences.
As a result, you will get all this information in a compact report that is easily shared with your management team, board members and anyone else participating in developing your customer understanding and business.
Consisting of several in-depth modules, the CEM Audit includes key stakeholder interviews, questionnaires, and workshops. It lets you take a deep dive into the current maturity level of your CEM competences.
Do not neglect the importance of an expert’s view. This is your chance for an unbiased and professional opinion. Auditing your CEM competences might just help you land that next investment approval.
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.
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!