Contact us: 0207 048 8868

Customer Experience Coaching

Customer Service Skills Training, Customer Experience Strategy

Product and price differentiation can quickly be copied and today’s demanding consumers expect something different.  Businesses must connect emotionally and rationally with consumers and clients through the experiences they provide in order to build and encourage loyalty and advocacy.
At different times our role may be consultant, coach, facilitator or trainer.  We adapt our approach to fit with your particular needs.  The underlying principle is that we transfer knowledge and skills wherever possible.

Your business may have already started its customer experience journey and found that something isn’t working or you don’t know what the next step is.  We can help bridge the gap with expertise and resources with specific skills; or help you by coaching and mentoring you through the different stages of the journey.

Perhaps you haven’t even started your journey yet; in which case we are here to guide you through the creation and delivery of your customer experience strategy.

Customer Experience Coaching

Understand

Where are you now and where do you want to go?

Why should you develop a new customer experience? We can coach you through the development of your business case.

Customer Insight: How well do you understand your customers and to what extent are you delivering an experience that your target customers truly value, rather than what you think they value?

Do you have customer personas?

Culturally do you know how to identify key changes required?

What is your customer promise and service style?

At this stage we can help you by asking the right questions and how to find the answers.

Plan and Engage

Some of our clients have found it useful to have one of our experts on their programme board or steering group to challenge thinking and give expert advice. Others have used our coaches to coach project managers through specific change projects.
Part of the planning process includes identifying your customer’s expectations and gaps in performance. We typically map the existing customer experiences at key lifecycle stages and touch-points to create a common framework and then identify the gaps in expectation.  We can facilitate sessions with teams to agree the priorities. Involving your teams at this stage will ensure that you get buy-in to change.

People

The service profit chain begins with leaders who, through their leadership style and behaviours, create a great employee experience.  We can help you to create the right leadership values and behaviours that will help you to develop a culture that has the customer at its heart, with employees that are energised to deliver great customer experiences.    We can also help you to prepare leaders to lead and support the delivery of the new customer experiences by ensuring that they understand their role in communicating, role-modelling and coaching.

We can facilitate the development of a service style or service personalities that support your brand’s customer promise.  Service personalities describe the emotional character of an organisation’s customer service.  They provide direction for behaviours, recruitment, training, performance management, reward and recognition.

We recommend an engagement programme to connect people to the big picture.  We will design and deliver leadership and staff programmes or train and coach your people to either co-deliver with us or deliver themselves.   One of our principles in working with you is to ensure that we transfer skills.

Design and Deliver

Defining the customer lifecycle journey stages and mapping the existing customer experience at key touch points will enable you to identify performance and expectation gaps.  We facilitate co-creation sessions for you and your customers to define the desired customer experience.

Employee satisfaction results primarily from high-quality support and policies that enable them to deliver a great service to your customers.  We recommend a review of your policies, systems and processes to support employees and delivery of a great customer experience.

We design and deliver, or train the trainer, to develop new service behaviours and skills.
Frontline managers are critical in driving change, so it makes sense to ensure that they understand how to drive change, keep their teams motivated and coach individuals in the new service behaviours.

Embed, Measure and Review

We will work with you to identify what you need in place to ensure that the changes you have made are sustainable.

It is important to align business metrics and HR systems to the new approach in order to ensure that changes are measured and embedded.  We can help you to create a balanced scorecard and review recruitment, appraisal systems and induction training.

It is also important to ensure that you listen to your customers as they evolve and change or the market changes.  How do you ensure that the experience you designed is still relevant for your customers?