We believe that every business needs to listen to its customers. That's why we'll help you establish a Customer Voice program that gathers valuable feedback and insights, and shows your customers that you value their opinions.
Giving customers a voice is essential for creating a customer-centric culture that prioritises customer feedback and responds to their needs. We can help you to: -
We also offer separate survey design and implementation services. We can design, send and analyse results using our state of the art technology
Giving customers a voice is essential for creating a customer-centric culture that prioritises customer feedback and responds to their needs. We can help you to: -
- Develop effective customer feedback programs that collect and analyse customer feedback
- Utilise customer feedback to identify areas for improvement and adjust their strategies accordingly
- Create customer feedback systems that are transparent and responsive to customers' needs
We also offer separate survey design and implementation services. We can design, send and analyse results using our state of the art technology
Building strong Customer Relationships is another key to success. We'll show you how to foster relationships that keep customers coming back, and help you turn those relationships into brand advocates who spread the word about your business.
We take a Customer Success approach to create enhanced relationships with your customers to ensure they are getting maximum value from your products and services while recognising key milestones of the relationship to build trust and advocacy for your business. We can help you to: -
We take a Customer Success approach to create enhanced relationships with your customers to ensure they are getting maximum value from your products and services while recognising key milestones of the relationship to build trust and advocacy for your business. We can help you to: -
- Develop customer engagement and retention programs that reward and incentivize customers
- Utilise customer feedback to identify areas for improvement and adjust their relationship strategy accordingly
- Foster a customer-centric culture that prioritizes the customer experience and values feedback
We believe that exceptional Customer Service is a cornerstone of any successful business. That's why we offer customised training and consultancy services to help your team deliver top-notch service at every touchpoint.
We can take a deep dive into your current operation and offer expert advice and guidance on how to improve. This will cover all aspects of your operation including systems, process, self-help capability, automations, dealing with complaints, measurement and KPIs with an underlying theme to reduce incoming volumes through self-service and continuous improvement.
We can take a deep dive into your current operation and offer expert advice and guidance on how to improve. This will cover all aspects of your operation including systems, process, self-help capability, automations, dealing with complaints, measurement and KPIs with an underlying theme to reduce incoming volumes through self-service and continuous improvement.
A positive Customer Experience is essential for customer retention and acquisition. We help businesses to understand their customers' journeys and optimise every touchpoint to create a seamless and enjoyable customer experience.
We can help tailor your Customer Experience strategy, align with company values and drive a customer centric and continuous culture throughout all areas of your business resulting in greater revenue, retention and recommendations for your business.
We can help you to: -
We can help tailor your Customer Experience strategy, align with company values and drive a customer centric and continuous culture throughout all areas of your business resulting in greater revenue, retention and recommendations for your business.
We can help you to: -
- Increase Customer loyalty and retention
- Create positive brand reputation and differentiation from competitors
- Increase revenue through repeat business and cross-selling opportunities
At Customer Start, we're dedicated to helping businesses improve their levels of Customer Centricity, why?
Research consistently shows that Customer Centric companies perform significantly better than those who do not prioritise Customer Experience, their teams and staff tend to be happier and of course Customers are too, leading to recommendations, referrals and retention.
Becoming Customer Centric does not happen overnight, it takes a sustained effort and a clear direction with executive support.
What does a Customer Centric company look like? Customer Centric companies understand the importance of Customer Experience but more than that they understand the holistic approach needed to ensure long term success. This means a focus on ensuring every part of the business is centred around the customer.
Research consistently shows that Customer Centric companies perform significantly better than those who do not prioritise Customer Experience, their teams and staff tend to be happier and of course Customers are too, leading to recommendations, referrals and retention.
Becoming Customer Centric does not happen overnight, it takes a sustained effort and a clear direction with executive support.
What does a Customer Centric company look like? Customer Centric companies understand the importance of Customer Experience but more than that they understand the holistic approach needed to ensure long term success. This means a focus on ensuring every part of the business is centred around the customer.
Read more
In this course participants will learn how to create customer journey maps and how to deliver their own journey maps sessions within their companies.
We will cover:
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
We will cover:
- Why journey maps are important for culture, employee empowerment and customer experience
- The importance of measuring Effective, Easy and Enjoyable journeys
- The key preparation steps necessary before delivering a journey mapping session
- Building journey maps in practice
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
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We will cover:
- Customer Experience – what is it and why is has become essential in modern business
- An introduction to the Five Pillars of the Holistic Experience Model
- Organisational Strategy
- Leadership & Culture
- Customer Intelligence
- Employee Experience
- Service Experience
- An introduction to the three E’s – Effective, Easy and Enjoyable
- Customer Psychology – understanding every customers key drivers
- How to start your journey toward customer centricity
CX Essentials: An Introduction to Customer Experience
In this session you will learn the fundamentals of customer experience based on the ‘Holistic Experience Model’, developed and delivered by a globally renowned expert.
We will cover:
- Customer Experience – what is it and why is has become essential in modern business
- An introduction to the Five Pillars of the Holistic Experience Model
- Organisational Strategy
- Leadership & Culture
- Customer Intelligence
- Employee Experience
- Service Experience
- An introduction to the three E’s – Effective, Easy and Enjoyable
- Customer Psychology – understanding every customers key drivers
- How to start your journey toward customer centricity
Key Take Home: At the end of this session you will have developed a greater understanding in the key concepts of Customer Experience which you can take back to your organisation and immediately start building your approach.
CX Essentials - Journey Mapping
Journey Maps are a key tool to help your organisation improve the customer experience and build a customer centric culture though developing a greater understanding and empathy for what it feels like to be a customer of your company today
In this course participants will learn how to create customer journey maps and how to deliver their own journey maps sessions within their companies.
We will cover:
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
In this course participants will learn how to create customer journey maps and how to deliver their own journey maps sessions within their companies.
We will cover:
- Why journey maps are important for culture, employee empowerment and customer experience
- The importance of measuring Effective, Easy and Enjoyable journeys
- The key preparation steps necessary before delivering a journey mapping session
- Building journey maps in practice
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
CX Essentials - Voice of the Customer
In this session participants will learn about building an effective Voice of the Customer (VOC) programme; Listen – Learn – Act – Repeat
We will cover:
Key Take Home: At the end of this session you will have developed a greater understanding of the importance and key topics for a successful VOC programme which you can take back to your organisation and immediately start building your approach.
We will cover:
- Why we should listen to customers (Trust and Advocacy)
- Key elements of a VOC programme (It’s more than sending surveys!)
- Goodhearts Law
- Understanding the focus on Effective, Easy and Enjoyable interactions
- Measures and Metrics (NPS, Customer Effort Score, CSAT)
- Closing the loop (Customer Engagement)
Key Take Home: At the end of this session you will have developed a greater understanding of the importance and key topics for a successful VOC programme which you can take back to your organisation and immediately start building your approach.
HOW HUMAN PSYCHOLOGY IMPACTS CUSTOMER EXPERIENCE
In this session you will learn how a greater understanding of how your customers feel can help you improve the customer experience.
We will cover:
2. The key Cognitive Biases and heuristics such as:-
3. How a greater customer understanding can help create better experiences
Key Take Home: By the end of this session you will have gained a greater understanding of some of the key cognitive features that can affect the customer experience which you can take back to your organisation to help identify immediate improvements.
We will cover:
- The human input/output system
- Senses
- Customer Experiences
- The subconscious impact
- Perceptions, behaviour and attitudes
2. The key Cognitive Biases and heuristics such as:-
- Cognitive Dissonance
- Recency Bias
- Confirmation Bias and Echo Rooms
- Anchor Bias
- Peak End Rule
3. How a greater customer understanding can help create better experiences
Key Take Home: By the end of this session you will have gained a greater understanding of some of the key cognitive features that can affect the customer experience which you can take back to your organisation to help identify immediate improvements.
CX Essentials – Building a Customer Centric Culture
CX Essentials Servant and Customer Centric Leadership
CX Essentials - Building your CX Strategy
CX Essentials – Metrics and Measurement
CX Essentials – Complaints And Dealing With Difficult Customers
CX Essentials – Customer Service
Consultancy
Training
Our Model
We provide training and workshops in addition to consultancy work.
These are always bespoke to your business
All that really matters is how your customers feel at each stage of their journey with you. You can decide if this builds trust and advocacy through a defined and designed experience.
Our Model
What is Customer Centricity?Customer centricity is in the DNA of our organisation |
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Customer centricity means that the focus of your entire company is strategically aligned around the customer and their experience. This requires that organisations build a greater understanding of customers, their feelings and needs. Through understanding customers, organisations can build more effective and innovative services that set them apart from their competition.
True customer centricity however requires a more holistic approach for your business from how you lead, your culture, employee experience and how you listen and learn from your customers. A customer centric mindset needs to exist throughout the DNA of your business in order to realise the potential. You can read more about our 'Holistic Experience Model' below.
How can Customer Start help?
Training
Consultancy
Keynote
just want to chat?
Do your customers feel truly valued? Customer Start can help you on your journey to greater customer centricity, happier customers and improved financial performance
Did you know?Customer centric companies are more successful than their counterparts. |
Source: Qualtrics
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Happy Customers enable companies to grow and thrive. By delivering amazing experiences you are showing your customers that you value them. Customer Start can help your company become more customer centric.
