Customer Experience Consulting

Why?

According to a Gallup report, employee engagement is just 39%! This means that 61% of all employees have not bought into the ethos and values of the company they represent. In short, the success (or otherwise) of the company effectively means nothing to them. And yet, numerous studies have demonstrated that employee engagement is intrinsically linked to customer experience. Engaged employees are:

3.5 times more likely to arrive early or stay late to complete necessary tasks
4.7 times more likely to do something good for the company even if it is not expected
5.3 times more likely to speak up and recommend improvements
8.8 times more likely to recommend your company as a good place to work

Companies with high levels of employee engagement are:

Up to 4 times more profitable than similar organizations with low levels of employee engagement
43% more productive
87% more likely to retain staff

Add to that the fact that a positive customer experience increases retention rates by 30%, and it’s easy to see why employee engagement is crucial to success.

We believe many companies could improve employee engagement and thus customer experience if their frontline agents understood and connected with the company’s strategy & core values.

How?

Our system for driving improved customer experience via improved employee engagement is a bottom-up, top-down method that demonstrates to each individual that they are valued and encourages them to embrace new ways of working that make them happier and more successful in their role.

Our method helps every person realize their worth and how they align with company values.

1 in 2 sales reps is not meeting targets

Often, this is due to an inability to offer a different perspective, respond in the context of the customer, leverage uniqueness, channel customer emotions, and take control when needed.

We will help them overcome those challenges and thrive.

What?

Our unique value to you is a three-pillar approach performed by experienced executives with a proven sales track record.

Our objective is to help you grow your business by boosting employee engagement, improving customer experience, and reducing costs.

Client Cases

Client 2

Who: A European lobbying organisation representing European SME Business Associations

Challenge: how to attract new customers when going business fairs is becoming more and more challenging.

Solution: together with the European lobbying organisation, 3 Business Associations in 3 major countries and the university of Tor Vergata, I assisted them in building a learning platform to sell online or help SMEs embrace the digital world.

Result: ongoing

Client 1

Who: A European leader in building skating rinks and industrial cooling and heating systems.

Challenge: 2020 was a year like no other for many companies. The impact was hard on revenue & profit. Still, the CEO, noticed that the pandemic impacted some of his staff members professional identity (his exact words “perte de repères”).

Solution: Together with the CEO, we worked on a program that could positively impact his staff’s overall resilience and wellbeing. We decided to work with five team leaders in charge of operational team members and customer-facing responsibilities.

Result: After five one-one sessions and two half-day workshops, these five team leaders felt energised, creative and had some new tools and insights to lead and communicate by example. These capabilities will help them interact with staff members even better to boost their overall morale and performance. They also believe this could contribute to an even better customer experience journey.