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Build a Customer Experience Blueprint

Coaching & Leadership Sales Accelerator

Clients say…

  • “We just can’t get a consistent service experience across 1000s of interactions.”
  • “We need them to act like trusted advisors, but too many take the easy path of transferring customers instead of helping them.”
  • “We really struggle to handle upset customers and, in some cases it’s self-inflicted.”
  • “We have a call flow, but they don’t follow it.”
  • “Our QA team tells what’s not working but can’t tell us how to improve things.”

Large companies are now commodity businesses.  Same products, similar pricing, same service offering. In all surveys about brand loyalty, two-thirds of customers left a company due to poor experiences with service reps.  A customer’s first call isn’t to cancel their services; they cancel after 2 or 3 bad experiences.

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Designing Your Customer Experience Blueprint

Designing Your Customer Experience Blueprint
  • The Customer Experience Blueprint (CEB) – A repeatable map that shows agents and leaders what to say to deliver WOW every time!
  • Collaborative Buy-in – Built by agents for agents. Top performers helping others.
  • Strategy + Toolkits = Consistency – First, reps need to know WHY, then they need to know HOW. What to do is never enough.

Applying Customer Experience Best Practices

Applying Customer Experience Best Practices
  • Look Internally – All the Best Practices you need hide within your operation, we help you find, collate, and share them.
  • Advanced techniques – Build agent technique and confidence to handle the tougher scenarios, not just the happy path.
  • Coaching is Key – Integrated into our “The Discipline of Great Coaching” system.

Measurement and Results

Measurement and Results
  • Customer Satisfaction Scores – CSAT, Top Box, Net promoter score, Likelihood to Recommend… improvement never comes from ONE BIG idea but executing on 1000s of little moments. Consistency across all channels is key!
  • Diagnosing for Results – Linking specific individual and team level behaviours to customer survey results – diagnosing WHY scores go up / down.

  • “As a site with a team of 130, we went from 68% to 102% of targets in less than 6 months!  Most of the team did not think that was possible – thought they had to choose service or sales but couldn’t do both and never understood that you have to repeat the right process and techniques until you get it right and THEN you get the results!  It was a real wow for the entire team.”

    Ivett Castillo | Customer Experience Leader - TELUS International

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