You know that delivering a great experience is beneficial for your business.
You know that if you can guarantee this it will raise your brand profile and increase returning customers and referrals, differentiating you from the competition.
But where to start?
Our Audit Services:
We understand that a massive programme of activity just isn’t practical for small business, so our Audit services are designed to provide an independent assessment through the eyes of your customers to enable you to identify the areas where your efforts, and time, are best spent.
The ClarityCX audit will cover 6 key areas and over 30 individual elements, highlighting where to prioritise for maximum impact.
Typically this will be 1 or 2 days on site (depending on the size of your business), speaking with your team, reviewing your customer communications and processes as well as assessing the pre-customer experience that impacts whether visitors will decide to get in touch with you or not!
You will be provided with a detailed report, clearly identifying strengths and priority areas for improvement along with suggestions of how to achieve them.
Inclusive Customer Experience Audit:
We also offer the option of a combined audit with our partner Celebrating Disability.
20% of the UK population are registered as disabled, with many disabilities not being visible. Meeting basic requirements of adding ramps and rails may make you accessible but it doesn’t automatically mean you’re inclusive or attractive to this large customer base.
Many of the suggestions and solutions that are recommended to improve customer experience also improve disability inclusion, hence our natural partnership to deliver this as a combined service.
Contact Us to find out if our audit services are the trigger you need to start the key changes to positively impact your business.
Customer/Employee Experience Workshops:
Empowering your team to feel passionate and innovative about delivering a great experience to all your customers can sometimes be challenging, often because it’s hard to know where to start!
ClarityCX Team Workshops are designed to support small business in their journey to create a truly customer centric culture.
What do the workshops entail?
We know that within a small business many team members are covering a range of roles, they don’t have the capacity to take on new projects and activities. This is why our workshops are specifically designed to identify an approach that is both practical and empowering for participants.
After discussing your business and ambitions we’ll create an individual or series of sessions that will:
- Create a new level of understanding within the team (a great experience and the increased business it generates is more than customer service!)
- Facilitate the team to identify what changes can be implemented without impacting their usual everyday responsibilities
- Generate a combined plan of activity and change with a common goal and key metrics to measure improvement
We recommend that working sessions are part of a quarterly training activity. Each session will build upon the one before and celebrate the successes achieved.
As an example: Based upon a team of 8 – each workshop could identify 2 small actions each team member wants to implement over the next 3 months. In a year that’s 64 improvements that could be achieved, without impacting daily activities and improving the employee experience too!
What Sort of Improvements?
We look at the specific customer journey for your business, so it is unique for everyone, but typically will focus upon:
- How can we encourage customers to refer new business?
- How can we be known as the best?
- Where can communication be improved?
- How could handoffs between team members avoid potential errors or customer confusion?
- How can we remove or improve the handling of customer queries?
- How can internal processes be improved?
- How can we understand customers better to anticipate their needs?
- How can we exceed customer expectations?
Contact Us to find out how we can help your team to significantly improve both customer and employee experience.