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Customer Experience


The customer experience … is the single most important factor in achieving success for companies across all industries.
— Peppers and Rogers 2008

Why Is It So Important?

Matt was eager for his family to volunteer for the holidays and so he signed them up for a stint at the local food pantry. On the set day, they drove to the site and after a few wrong turns found their way to the right place. They weren't on the list so they signed a clipboard and were shuffled to serve in a role other than what they had planned. All went well and they left feeling good about giving back, but also wanting more... info on how their contribution fit into the big picture and other ways to support the organization.

Sadly, many organizations fail to learn and implement the visitor experience lessons that blue chip corporations like Apple, Starbucks, and Nordstrom have mastered for years. Subtle details, processes, and training results in astronomical improvements in a host of key customer performance metrics. I help build visitor experiences that optimize customer confidence, learning, sense of contribution, on-site sales and follow-up opportunities. 


How I Execute

TOUCHPOINTS ASSESSMENT

I take an 'outside-in' view of your organization to chart the many pre-visit, visit, and post-visit touchpoints to find areas for improvements.

 

SYSTEMS DEVELOPMENT

I know that even a small change in the visitor experience requires clear communication and training to roll-out and sustain. In some cases, new processes and staffing are required as well, so I help you create a clear plan to execute. 

 

TRAINING

A mix of customer service, hospitality, and sales, excelling in the visitor experience doesn't often come naturally. It's both an art and a science, one that I have a clear gifting and track record of success, which I use to train your key staff. 


Research Support

FORRESTER CUSTOMER EXPERIENCE (CX)

Forrester is an independent research company that provides forward-thinking advice. They provide a variety of tools to understand and execute CX. 

Competitive Strategy in the Age of the Customer Report overviews this new business cycle, how to invest in your company, and sample metrics that show growth.

Outside In is a vital manual for understanding the CX practice, how to determine the maturity of your company, and create a strategy to move forward in the CX journey.

 

 

 

 

FOGG BEHAVIOR MODEL

Dr. BJ Fogg founded the Persuasive Technology Lab at Stanford University. Using his Fogg Behavior Model, we can identify what stops people from performing behaviors that you are seeking.

 

Fast company

Are You Making It Hard for Customers to Buy From You?


Example Projects

Cityteam Visitor Experience Prototype   Read More-------> 

Mural Arts at The Gallery