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Customer Experience planning

In 2021, consumers in general have high expectations of when recieving a service. The satisfaction of your customers depends entirely on their expectations.

 

Let us conceptualize your customer journey, make a diagnosis, issue recommendations, implement control measures and train your staff. You will come out of this with your own guide of customer experience!

Issues addressed

The desire to improve customer satisfaction.

Standardize the customer experience and know how to make the correct diagnosis quickly in the event of a problem.

How? 'Or' What ?

Persona creation

Mystery shopper

Conceptualization and analysis of the customer journey in order to dissect it and determine what is important at each stage of the customer journey

Result

Delivery of :

  • A guide to customer experience

  • A poster of your customer journey

  • Tailored training on YOUR customer experience plan

  • Self-assessment tools for your staff

  • Planning of follow-up activities to do during your team meetings

  • Employee engagement plan

In addition to this, you need to know more about it.

Increase in customer satisfaction and loyalty!

Case study

Mandate

A professional services office

The customer contacts us because he would like to become a reference in customer experience in his field. He is looking for innovative ideas in order to offer customer service that will significantly increase his satisfaction rate.

Challenges

Where could we improve?

The client is impressed with several innovative ideas from other industries, but does not know how to "get a good idea" for their own business.

He feels that the methods that are successful are expensive methods that require advanced technology.

How? 

Create value

The M48 Consultation team proceeded with the conceptualization and analysis of the customer journey, which made it possible to see the desired benefits as well as the pain points experienced by the customers, throughout their journey.

Identifying the benefits and pain points allows us to see what actions to put in place that will create value for the customer.

The M48 Consulting team also studied the context of the company and its industry, as well as a thorough understanding of its internal reality in order to prepare a realistic and easy-to-follow implementation plan.

Result

The key to success is in staff mobilization and a good control plan!

Identifying the key element is not enough to ensure a successful customer experience. Success also depends on the mobilization of staff.

The mobilization of staff and the monitoring of the initiative are an integral part of the service. We give you:

  • A guide to customer experience

  • A poster of your customer journey

  • Custom training on YOUR customer experience plan

  • Self-assessment tools for your staff

  • Planning of follow-up activities to do during your team meetings

  • An employee engagement plan

What the customer thought

A plan that goes far

“Marie-Elyse and her team not only found the key elements of our customer service success, but left us with an array of tools.

She even gave us a 15-minute activity to do at the start of each staff meeting !

Following their visit, each person knew what to do tomorrow morning to participate in increasing the satisfaction of our customers. "

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