HIGH IMPACT CUSTOMER EXPERIENCE DEVELOPMENT FOR YOUR BUSINESS
IT’S LIKE A SIX PACK FOR YOUR BUSINESS
What is Customer Experience?
Customer Experience (CX) is the interaction between you and your customer, or client, at every step of the transaction and over the duration of your relationship. The better the experience, the more successful the business. As research by global consulting firm, Walker Information shows, “By 2020, customer experience will overtake price and product as the key brand differentiator”. Which is compelling when coupled with research by the Competitive Enterprise Institute (CEI) which shows, “86% of buyers will pay more for a better customer experience, but only 1% feel that providers consistently met their expectations”.
These statistics highlight the magnitude of the growth opportunity available. What if you just increased the percentage of consistently happy customers by 5%? For any company, large or small, that could be a game-changer in terms of revenue and profit.
What is CX FIIT?
CX FIIT (part of the CXPeople Ltd group) objectively measures the quality of your customer’s experience to gauge their levels of attraction, satisfaction, loyalty, advocacy and desire to use the organisation and its services and products. This is incredibly insightful as too often we are blind to what goes on, or what the customer thinks, and the damaging effects of this on business success and staff satisfaction.
CX People provides you with a tailored plan to get CX FIIT, bringing your teams on the journey to customer experience excellence. This is a high impact, high intensity Customer Experience development programme, focusing on the people in your organisation. It is based on HIIT fitness training principles that you would find in a gym, where business ‘health’ improvements are accelerated, focused, economic and motivating for quicker and better results.
Carry on to the next section to find out how you can benefit from CX FIIT…
WHAT WILL YOU GAIN BY TAKING ON THE CX FIIT CHALLENGE?
IF EVEN ONE OF THESE CHARACTERISTICS IS TYPICAL OF YOUR BUSINESS...
- You think your customers are satisfied, but you're not certain
- You would like your staff to perform better but you're not sure how to help
- You want to help your managers to help your front line staff more
- You want to gain a commercial advantage over your competitors
- You want to gain loyal customers who spend more and recommend you more often
...AND YOU WANT TO ACHIEVE ANY OF THE FOLLOWING...
- Increase levels of customer retention
- Increase the number of customer recommendations
- Increase the number and size of sales
- Raise levels of staff satisfaction, motivation and performance capability
- Increase your market share
- Improve the reputation of your business
...THEN YOU SHOULD TAKE ON THE CX FIIT CHALLENGE BECAUSE WE...
- Give you the objective data needed to identify areas for Customer Experience improvement
- Help you differentiate your service and delight your customers
- Train your staff in powerful influencing techniques to positively affect customer behaviour
- Enable you to recognise and reward outstanding staff performance
- Embed a commercially minded approach to customer service that drives up revenue
- Provide you with a fun, engaging and motivational experience that adds real value to your business
THE CX FIIT PROGRAMME
CX FIIT: FOCUS
Professionally and objectively mystery shop your business to find out your baseline Customer Experience performance, its impact on customer relationships, advocacy and profitability and set direction for effective development. The Focus stage is highly insightful, holding a mirror up to your business and giving real and deep insights that you may never have considered before.
CX FIIT: INSPIRE
The CX FIIT workout programmes start with a health check, inspiring and engaging all roles and functions within your organisation to take the corrective action needed to improve performance and realise the advantage Customer Experience delivers. Help your teams understand what customer experience is and the value it can bring, contextualising it for your business. Build the energy and motivation to achieve more.
CX FIIT: INFLUENCE
Confident, capable and proactive managers who are able to lead their teams towards achieving their goals are critical for embedding customer experience. The CX FIIT programme places great emphasis on management and leadership development, using the following topics to find the right ways to lead a Customer Experience revolution
-coaching teams for performance excellence
-outstanding communication skills
-influencing customer and client behaviour for outstanding results
-excellent customer service
-relationship based selling skills
-using data to develop team performance
CX FIIT: TRANSFORM
Start the CX FIIT Customer Experience training programme to shape the required service skills and competencies. We focus on your face to face (verbal and non-verbal), telephone, web and letter/email communications, helping you achieve an embedded, profitable service culture that grows stronger over time
Our intensive workshops are high impact, high energy and result in tangible techniques that can be easily implemented in the workplace.
The CX FIIT training programme is the basis on which all work is undertaken. However, each programme is uniquely tailored to the needs of the client following detailed consultation around needs and outcomes
The CX FIIT method was born from a partnership between two Customer Experience experts, a sales specialist and a HIIT fitness instructor.
As such, we're perfectly positioned to help you achieve that all important business six pack.
Contact us to find out more.
+44 (0)845 319 4022