"We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better." Jeff Bezos, CEO of Amazon.
The Coach's Approach
Whether your business is large or small, your business and your customers can benefit from The Coach's programs. To assist your business significantly improve the experience for your customers, The Coach uses the Customer Expectation Management Method (CEMMethodTM), a best practice technique used by some of this centuries most successful companies. The Coach will organise workshops with you to:
- understand the real needs and expectations of your customers,
- understand the experience of your customers,
- create and manage the delivery of an exceptional customer experience.
To do this, The Coach will work through the four common stages of the CEMMethod approach below, resulting in the delivery of a unique and continuous customer experience improvement program for your business.
Discover: gather feedback customers
The Customer Experience Coach is here to listen to the voice of your customers. The Coach contacts customers on your behalf and provides them with a forum to raise issues and concerns they have with your business. This feedback is then compiled in a Customer Feedback Report. The Coach will then arrange a convenient time to discuss the report's findings.
Assess: understand the current customer experience
The Customer Feedback Report provides an insight into the areas of your business which may be causing problems with your customers. The Coach uses the results of the Customer Feedback Report to identify areas within you business to investigate. The Coach will then help you identify problems areas or areas of opportunity using customer process and customer journey mapping techniques.
Review: discover new opportunities and plan the new customer experience
After assessing the current customer experience, The Coach will lead you through a process of improvement, where you will be able to identify opportunities to significantly improve the customer experience.
Execute: design the customer strategy and implement
The opportunities identified in the review will then be compiled into an action plan, a list of tasks which will help your business reduce costs, increase revenue and enhance service. The Coach will help you to develop a Customer Experience Program, a comprehensive and sustainable program for you and your team to continue to deliver exceptional customer experiences for your business success and profitability.