Customer Experience Training & Consulting
Customer experience is no longer just a nice to have, an outstanding consumer experience strategy is table stakes — it’s the new marketing. In a digital world, how you make the customer feel is the only thing that will bring them back to your store, restaurant or business. Like never before, people are craving human and emotional connections. How you approach customer experience development is the difference between a thriving business and one that may not survive.
Outstanding customer experience is an invaluable marketing tool — if you make someone feel great they will share their experience with others. We refer to outstanding experiences as “cocktail currency”. Wow-moments with your brand turn into conversations at the customer’s next get together or cocktail party. Generating customer experience moments is your most valuable word-of-mouth marketing tool.
80 percent of companies believe they deliver outstanding customer experiences but only 8 percent of customers agree. Let us bridge the gap and deliver measurable results.
We infuse best-in-class hospitality practices into your business to enhance customer experience and ensure that people want to interact with your brand — and tell others about their superb experience.
We help front-facing and call-centre staff to create engaging, meaningful and memorable experiences, which in turn helps them sell more. We also give managers the tools to ensure that this change is lasting — and set future employees up for customer experience success.
Let us address your customer relationship matrix and identify areas for immediate gains and future customer profitability. We’ll change your level of customer advocacy and turn ambivalent customers into delighted brand champions.
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SL’s Customer Experience Champion program tightened the gap between head office and the individual dealerships, ensuring that brand messaging and service standards remained consistent, and small issues were dealt with promptly before they became larger ones.
Executive Vice President Pfaff Automotive Partners
Many marketers actually don’t like consumers and find them annoyingly demanding and capricious. The few that genuinely love consumers are the only ones that can build great brands. Alexandra Blum is one of the latter, which makes it unsurprising how successful she is at brand communications.
PROFESSOR ROGER MARTIN
former Dean of the Rotman School of Management at the University of Toronto
If you want a company that respects the past, but has the vision to define your future, hire SL. SL helped us reimagine the Swiss Chalet brand, and capture the millennial market through exciting new partnerships and a new way of thinking about what customers want.