What we believe:
For a business to be successful it needs loyal customers who can’t imagine life without your brand. In today’s market, 86% of consumers would happily pay more for a better customer experience (CEI, 2011), and 60% of organisations now regard customer experience as a key source of differentiation in the marketplace (The Service Council, 2015). This changes everything. The journey to a truly valuable customer experience begins with your employees. An engaged team makes for engaged customers. It is as simple as that.
Where do you start?
Most customer experience programmes focus on prescribed behaviours – a set of rules and actions for employees to follow. However, if you’ve ever had a frustrating customer experience you’ll know that those guidelines don’t make us feel valued. It is no surprise that 94% of consumers say that when the service they receive feels easy and effortless, they are more likely to stay loyal to the brand or organisation (CEB, 2013).
If there is a magic ingredient, it is attitude. Employees who feel emotionally connected to their organisation’s brand and their overall purpose behave differently. More importantly, that attitude engages their customers.
What is the impact?
What every organisation strives for: an engaged workforce and loyal customers, who are devoted to your brand.