By 2020, customer experience will be more important to consumers than price.
There is a mountain of talk about “delivering great customer experience” but what does that really mean? How do you increase customer satisfaction and trigger important word-of-mouth?
We will help you. We’ll work together to determine what your customers really want, where you’re exceeding those expectations, and where you may be falling short. We’ll evaluate your customer experience versus your key competitors and determine where you can create intersections that delight your customers and turn them into advocates on your behalf. We’ll investigate your offline and online customer service and determine where you can improve where, how, and how fast you’re responding.
After all, customer service is the new marketing.
We work with the world’s leading brands and organizations to help them gain more customers, or retain a larger portion of the customers they’ve already earned.
We’re not an agency. We’re a strategy and operations consultancy. If you’re good, we can help you get great. If you’re just starting a new initiative, we will show you the way. If you’re wrestling with internal debates about resources, oversight and governance, we will provide the clarity you seek.
Our clients include The United Nations, Cabela’s, Oracle, Cisco, Adidas, The Motley Fool, Allstate, Pella Windows and Doors, and more.
Our President, Jay Baer, is the most retweeted person in the world among digital marketers and the second most retweeted person in the world among CMOs.
The Five Ways We Can Help You
We deliver services in five ways. Clients of Convince & Convert work with us in one more multiple of these capacities:
Customer Experience: Speak
We have exceptionally well-regarded keynote and breakout programs ready for you in the areas of customer service and customer experience, based on best-selling books like Manipurated (written by our Senior Strategist Daniel Lemin), and Hug Your Haters (written by our President Jay Baer).
We also have a presentation called “How to Create Talk Triggers and Word-of-Mouth” filled with terrific, relevant examples.
We’d love to work with you to create a bespoke customer experience presentation for your company or group as well.
Customer Experience: Teach
Combining insights from Manipurated and Hug Your Haters plus substantial custom components to make it relevant and remarkably educational for your team, we deliver half and full-day workshops on customer experience and online customer service.
These workshops are best when attended by 60 persons or fewer. Most of these sessions are conducted in-person, but virtual sessions are available, and we can even break the learning into multiple modules (delivered via Webinar) if it’s more convenient for your team to do so.
Customer Experience: Assess
Our customer experience assessment will show you how your customers REALLY feel about your business, and how your customer experience and customer service compares to your core competition.
Our assessment starts will a full examination of your current customer touch points. Where are all the places customers interact with you and how are those interactions handled?
We then take a sample of all your documented customer interactions via phone, email, social media and beyond to perform an Honesty Audit. Are all customers answered? How quickly? How authentically? How much humanity is used in your interactions with consumers?
Our final deliverable is a detailed assessment and SWOT analysis of your customer experience and customer service, mapped against competitors, including recommendations for immediate action steps to improve over the following 60 days.
Customer Experience: Roadmap
Our customer experience strategic roadmap give you a full, detailed plan for how to steadily improve your customer experience and customer service (especially online) in a logical, achievable, multi-stage process.
We conduct much of the same analysis as performed for the Customer Experience Assessment (including an Honesty Audit), but add to our research a survey of your customers to gauge their current likelihood to advocate on behalf of your business. We can often measure similar data for your competitors, in some circumstances (industry dependent).
Our final deliverable is a detailed strategic plan for how to improve customer experience and customer service over a 12-month period (versus the assessment, which provide 60-day recommendations). The Customer Experience Roadmap also includes recommendations for technology, personnel, budget, metrics and all other components necessary to tackle a robust improvement effort.
This is the program that has the most impact for our corporate clients.
We deliver it in one of two ways:
We begin with a comprehensive brand anthropology session where we work with you via phone and virtual meeting to learn about your organization and your customers. You supply us with critical data we need to create the roadmap.
Interviews, progress check-ins, etc. are all conducted virtually, and the final roadmap is presented on site (you also receive all project materials and finding electronically).
Timeline for customer experience roadmap is typically 60 days.
Our team spends approximately three days with you on-site and we build the roadmap together via an intensive methodology.
Mornings are spent fact-finding and discussing progress. Afternoons we conduct research and write the roadmap.
At the conclusion of the session, we deliver the finished roadmap to your team live at your location.
A customer experience roadmap on the fly typically requires two weeks of prep work, and approximately three days on site. We will need the time of you/your team during the morning of day one and day two, and afternoon of day three (for the final presentation).
(Note that due to the rapid pace of the on the fly roadmap, it may not be possible to conduct customer surveys.)
Customer Experience: Step Up Projects
In addition to our core programs, we often work with companies on a series of Step Up Projects, where our team takes on the important tasks that you know you should probably tackle, but just can’t find the time or resources to do so.
These Step Up Projects are short duration (30-45 days or less), self-contained assignments that provide huge operational value to you. There are more than 30 Step Up Projects we can handle for you, and we’re delighted to look at custom assignments too.
Step Up Projects usually cross over topics, so your package of 5, 10, or 15 projects may include a few from customer experience, a few from content marketing, a few from influencer marketing, and a few from social media.
We’re adding new Step Up Projects all the time and we’d love to talk about a custom project with you.
Here are some of the Step Up Projects we often handle in the area of customer experience:
- Rating & Review Site Analysis – what online rating and reviews are driving business to you?
- Review Roadside Assistance – if you’re experiencing difficulties on one single review site, we will assess your opportunities and provide recommendations for overcoming the challenges
- Review Volume – we will look at your consumer touchpoints and make recommendations for areas where you should legitimately solicit reviews
- Social Service Sensitivity Training – a half-day workshop for anyone who interacts with customers that showcases the value and risks with social customer service
Other Customer Experience Resources
You might love the Manipurated podcast, all about ratings and reviews.
Plus, there’s the Manipurated book, the Hug Your Haters book, and a ton of educational posts about customer experience and customer service on our blog. Just click the links above to find them directly.