Customer Experience (CX) Services
Customer Experience Inspirational Tawwks
Are you ready to get your team excited about transforming your customer experience? Is it time to immerse your team in creating your customer journey? How about taking your leadership team away to map your strategy of customer experience preeminence? If you are ready to get inspired about customer experience, Andrew Kolikoff is the inspirational speaker to take you there:
CX Keynotes: Andrew will get your team excited about transforming your customer experience with powerful actions you can take now to begin your customer experience transformation.
CX Workshops: Andrew will lead your team through highly interactive workshops to assess, design, develop, implement and measure your customer experience on your transformation journey.
CX Retreats: Andrew will not only inspire your leadership team, but guide them through the process of develping and implementing your customer experience transformation strategy.
Customer Experience Journey Mapping
A deep understanding of your customer’s experience in their journey with your business is essential to begin your CX transformation.
Acquisition: How do your customers become aware of your business, products and services? What do you do to help them favorably consider your offers vis-a-vis your competition? How do you make it easy for them to make the decision to choose you?
Delivery: Once they have become a customer, how do you get them through the initial onboarding process to start experiencing your services? How do you make it easy for them to continue to have a phenomenal experience using your products and services.
Sustainability: When something does go wrong, and it will, how do you support your customers through that experience? What actions do you take to ensure you retain customers and extend their customer lifetime value? How do you turn them into advocates and raving fans for your brand?
Customer Experience Strategic Planning
If you are going to deliver a superior customer experience, you will need to develop a strategy and plans to design your business for more repeat business and referrals.
We take a comprehensive approach with our CX strategic planning process, establishing a path to assess where you are, design, develop and implement where you need to go and define critical CX measurements.
Customer Experience Team Training
Align your leadership and other teams with customer experience principles and practices with our custom workshops and courses.
We will inspire your team not only to learn how to transform your business to create phenomenal customer experiences, but also arm them with actionable insights to implement now.
Customer Experience Leadership Coaching
In every professional field, the best performers have a coach who works with them continuously to hone their craft. We strongly believe leaders deserve the same attention to leadership and management skills, especially as they lean in on transforming their customer experience.
We offer group and 1-on-1 coaching programs on a weekly, bi-weekly and monthly basis.
Customer Experience Customer Research
We conduct both quantitative and qualititative customer research so you can learn what your customers really think about their customer experience.
We also will conduct research inside your organization through surveys and interviews with your leaders and team members, as well as your suppliers and other stakeholders.
CX Transformation Implementation
We work side-by-side with you to drive your customer experience transformation initiatives. We will oversee your assessment, design, development, implementation and measurement processes to ensure the successful transformation of your customer experience.
We follow agile development practices to recognize the iterative nature of customer experience transformation, including sprint planning, daily scrum, backlog refinement, sprint review (demo) and retrospective, as well as agile values and principles.
CX Customer Communications
We work across the full spectrum of customer communications at every stage of your customer’s journey from acquisition through delivery and sustainability. We work with you to impact every moment of truth, from website content to email, text messaging and sales calls and presentations, with a focus on omnichannel CX development.
We also offer a full range of marketing services including branding, website development, search engine optimization, social media marketing, email marketing and digital advertising, as well as sales development programs including scripting, training and presentation development.
CX Measurement Implementation
If you are going to transform your customer experience, you need to keep score on your progress. This means capturing real-time data such as your Analytics as well as tools such as Net Promoter Score (NPS).
We work with your team to assess, design, develop and implement measurement systems for every vital aspect of your customer experience and adopt a data-driven decision-making approach to transforming your customer experience.