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CULTIVATE world class customer experience!
CULTIVATE Services
Advocacy and Advisory
Do you have an advocate to be the voice of your customer?
Do you have a representative advising you or your leadership team on customer experience?
Do you have policies and procedures that would benefit from an independent, customer-centric review?
CULTIVATE can act as a customer advocate and advisor, working with you, your board of Directors or the Executive team to ensure you are driving customer-centric behaviours, utilising customer-focused strategy and cultivating a customer-first culture.
Exploration and Understanding
Do you know your customer journey inside and out?
Do you know where you lose customers?
Do you know what your Customer Experience Maturity is?
CULTIVATE will help you to fully understand your existing situation in order to lay the foundations for your customer experience programme. Using internal and external insight we can clearly identify your existing strengths and weaknesses, map out the existing experience delivered and identify opportunities for improvement to meet your customer needs and expectations.
Design
Are you investing your time and resources in the things that will drive your business forward?
Utilising insight, CULTIVATE will work with you to design a programme of activity which will best meet your customer needs, enhance your customer-centricity, and maximise your opportunities for cost efficiencies and overall programme profitability. The design phase will ultimately depend on the insight obtained and your key outcomes but may incorporate the following:
Customer Experience Strategy design
Scorecard creation / Key metric development
Customer promise creation
Customer Journey framework
Customer-Centric Design framework
Voice of Customer (VoC) programme
Customer Experience tactical initiatives
Employee Engagement
C-Suite development
User research/testing
Service design/redesign
Delivery
Do you need help to get traction and momentum on business development projects?
CULTIVATE will help you to prioritise your programme of work focusing on what's most important to you, your employees and your customers, encompassing quick wins and ongoing implementations. Collaboratively we will agree and take action which may include strategy design, service design, employee development, change management, continuous improvement and success measurement.
Training and Coaching
Are your team customer champions?
Do you need help training front-line staff, managers or the C-Suite?
CULTIVATE offers a wide range of training including CCXP exam preparation, e-learning, internal communications, 1-1 coaching, team training, leadership development and organisation-wide workshops.
Keynote and Public Speaking
Do you want to platform customer experience at your next event?
Katie has travelled internationally to speak at events sharing Customer Experience insight, strategies and philosophy. If you’re in need of an engaging, energetic and eloquent speaker at your next event, get in touch and find out more.
Understand. Design. Deliver. Grow.
Measure your improvements
Start your new or enhanced customer experience programme today