|It is as important to communicate the customer experience internally as it is externally
Communicating once is not enough. Constant reinforcement of what is important, why it is important and how people need to behave to deliver this is essential.
We help you put together communication tools and events to clearly communicate your customers’ expectations, your brand promise, the desired experience and people’s role in delivering it. Most importantly, we can help you to motivate your people to deliver your customer strategy.
Many clients call on us to provide inspiring customer experience speakers and facilitators to create large scale awareness and attitude change and to create the urgency behind their effort to deliver a distinctive customer experience.
Our founder, Shaun Smith, is recognised as one of the world’s leading speakers on customer experience. He also chairs or MC’s conferences and will help you design your event to ensure that key messages are delivered with maximum impact and audience engagement.
A second vital ingredient to communicating the customer experience is training. Focus on designing branded training for managers and employees that will help to reinforce the importance of the role they play and equip them with the skills and knowledge they need to deliver a differentiated experience.
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Shaun’s message was spot on. Getting staff to own and live the brand, and creating a ‘brand community’ is something I have been encouraging; it was reassuring to hear Shaun deliver the same message and will help to get buy-in from our senior managers and staff. The majority of our delegates rated Shaun’s session as the aspect of the day which was most interesting and useful to them at work.
Alison Withrington, Group Head of Communications, The Hyde Group