If We Asked Your Customers,
What Would They Say About You?

Are you easy or difficult to do business with? Is there a personal touch that says we value you? Do you exceed, meet or disappoint their expectations? Will they be repeat customers or regrettably “one-night stands?”

Customers, clients, guests, patients, citizens – in fact everyone who does business with – are in a perpetual state of experience evaluation. They evaluate you every time they interact with your people and your services. Every one of these moments of truth has the power to strengthen or to weaken your relationship with them and ultimately your bottom line.

 The Customer Experience is a unique reality check program that connects you with your customers AND your people to build the 4 R’s  of business success- better reputation, retention, referrals and revenue.

 How Are We Doing?
Using surveys and focus groups, we assess customer satisfaction with your products, processes, and services. We determine those defining moments, or touch points, that can make or break a customer’s experience with your business, agency, or institution. This is what we describe as customer focus from the outside in.

 How We Can Do Better?
Taking what we learned from your customers, we channel that information to your people -the true experts who are closest to the action – to remedy the glitches, slip-ups and delays that get in the way of providing service excellence throughout your business. This is what we describe as customer focus from the inside out.

The Customer Experience can radically improve the way you focus on your customers to serve them better. It will:

• Uncover customer priorities and the real issues affecting customer satisfaction.
• Turn the customer’s voice into focused action for faster, better service solutions.
• Identify operational inefficiencies that hinder service quality and the customer’s experience.
• Create buy-in from those who directly serve the customer for procedural and policy changes.
• Understand purchase and usage – why customers buy or not buy or use or not use your services.

 Stand Out From the Crowd
Contact Marcia, The Actualizer” to bring a reality check to your company, professional practice or start-up firm. Improve and enhance the customer experience not for the sake of making customers happy but as a way to differentiate and grow your business.

Click here for this Free E-Book Smart Growth: 101 Success Tips to Build Your Business.  Learn how to brand your company, professional practice or start -up firm for exceptional customer or client relations. See Smart Moves Blog for business boosters, the latest trends, success stories and “build your brand” tips.

The ‘How are we doing’ program identified what was causing low patient satisfaction scores in our ICU and radiology departments. During the ‘How we can do better’ meetings, we avoided the usual finger pointing and focused on how each department can delver better, quicker patient care. Thank you Marcia for all your help.