Your customer’s experience relies on two aspects.
Your customers want an excellent solution or product, but they also want excellent treatment. A one-sided experience, even if it’s excellent, will be disastrous on future customer loyalty because both aspects are valued highly.
Our goal is to help you achieve excellent levels of service, consistently. You can increase brand strength and sales with great customer service, but your training must address critical gaps in your customer’s satisfaction and loyalty.
Delivering positive customer experiences is on everyone’s mind today, and for good reason.
According to studies, more than 50 percent of the reason for a buyer’s dissatisfaction with a B2B purchase is due to the purchase experience not the product.
Customers initially buy because of the product or solution,
but they leave because of the service.
We help you navigate the test of customer expectations today in two ways.
If your challenge is inspiring employees to follow your proven service model consistently, we provide a solution to accomplish it. But, if your challenge is for a more customer-centric service model, one that’s perfectly suited to your customer’s expectations today, we work with you to create and even implement the right process and training.
“The key to your bottom-line is through your frontline giving top-of-the-line service,” Mark Holmes says. Customer care depends largely on your customer-facing employees, and it’s either a weak link or a strong suit for your company.
Mark’s bestseller, Wooing Customers Back: How to give great service and increase your own success, addresses the skills and attitudes customer-facing employees need today. Our experience from conducting thousands of mystery shopping purchases and client-customer satisfaction surveys, reveals that essential service skills and attitudes are missing in about one out of every two customer experiences.
Our sweet spot is helping you maximize the customer’s experience, and implementing a powerful service culture to sustain customer loyalty and generate profits well into the future. It won’t cost you anything to find out if we can help.