- 1300 217 393
- hello@smeperform.com.au
- Mon - Sat: 8:00 - 19:30
Take control of your customer’s Experience and build customer loyalty
Customer loyalty and retention comes from amazing experiences with your staff. Our training programs ensure your business build market leading service skills.
Consulting enhances strategies, processes, and insights, elevating customer satisfaction, loyalty, and business success through tailored expertise and guidance.
Leaders shape culture, inspire customer service excellence, and drive customer centricity, directly influencing the quality of your customer overall experience.
Understand what your customers see as an Outstanding Service
We help you and your team to accurately understand what your customers actual expectations rather than hallucinations that lead to unknowingly providing mediocre customer experiences. We’ll partner with you develop a rigorous approach to gathering a representative sample of your customer’s experiences. We use Net Promoter Score (NPS™), a globally recognized technique for gauging customer experience and advocacy.
Design and implement metrics and reporting to assess delivery
We’ll help you implement the necessary systems, processes and measures to understand the impact of any customer experience enhancements. These encompass customer service standards, together with ongoing customer research.
Develop the capability of your staff to deliver Outstanding Service
Develop the capability of your leaders to drive and coach delivery
A strong leadership approach fosters a customer-centric culture. We’ll assess and develop your leaders’ ability to deliver clear standards, provide coaching and support, that empowers their teams to deliver exceptional service. Since the impact of leadership on the customer service experience cannot be overstated; this component is your “insurance policy” on the execution of your Customer Experience Strategy.
In today’s competitive landscape, customer satisfaction alone won’t keep your business thriving. Satisfied customers is only the minimum standard in the world of customer service.
The way you deliver your products and services isn’t just about meeting demand. It’s about shaping perceptions and fostering loyalty. Every interaction, from the initial inquiry to post-purchase support, impacts not only customer satisfaction but also your bottom line. We’ll show you how optimizing these touchpoints can directly influence your success and profits.
At the heart of every successful business lies a culture of service excellence. We believe that outstanding service isn’t just a department—it’s a mindset that should permeate every aspect of your organization. From the Senior Leaders to the front lines, we’ll work with you to develop and nurture a service culture that sets you apart from the competition.
We partner with you to help you take control of your customer advocacy results
Service Training: Equip your team with the skills and knowledge they need to deliver exceptional service at every touchpoint. Our training programs cover everything from communication techniques to conflict resolution strategies, ensuring your team is prepared to exceed customer expectations.
Testing and Measuring Customer Experience: Understand the full scope of your customers’ journey with our comprehensive testing and measurement services. We’ll help you pinpoint areas for improvement and track progress over time, ensuring every interaction is optimized for success.
Leadership Development: Great customer experiences start with great leadership. We’ll work with your leaders to develop the skills and mindset needed to lead and coach outstanding customer experiences, empowering them to inspire excellence throughout your organization.
Consulting Services: Whether you’re looking to review your existing processes or establish new ones, our consulting services are tailored to your unique needs. From process optimization to performance measurement, we’ll help you create a framework for outstanding customer experiences.
Improving Net Promoter Scores: Boost customer advocacy and loyalty with our proven strategies for improving Net Promoter Scores. We’ll help you identify promoters, detractors, and everything in between, so you can focus your efforts where they’ll have the greatest impact.
Development and Implementation of Service Standards: Define what exceptional service means for your organization and ensure every team member is aligned with those standards. We’ll help you develop and implement service standards that reflect your brand values and exceed customer expectations.
Customer Retention Strategies: Keep your customers coming back for more with our tailored retention strategies. From personalized loyalty programs to proactive customer engagement initiatives, we’ll help you build lasting relationships that drive long-term growth.
We provide custom Customer Experience education developed for the unique requirements of your business.
Analyse and build custom service methods and strategies to maximise loyalty and advocacy of your customers.
We work with you to build and implement measurement systems to ensure you are assessing your loyalty strategies.
Transferring your teams service knowledge to practical service skills to build a brand reputation in to your competitive advantage.
Developing the capabilities of your leaders to drive great customer experience performance and coach the skills of your staff
Overcome the limiting beliefs that limit success and learn the thinking that supports outstanding service performance.
Partnering with you to make running your business easier.
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