Optimising the client experience
An international Events company wanted to further build its customer experience to clients by auditing their performance and then implement changes via interactive training to the whole organisation.
Before we trained the team, we carried out a series of 20-minute senior stakeholder client interviews, to build a picture of the Events company’s strengths and areas to develop. The follow up interactive training, with the whole company, allowed them to be immersed in the positive quotes from clients, as well as hear the insights around areas to improve, backed up by client quotes. Games, to match company aims to clients, highlighted the need to tailor their offering to the client’s strategic goals. Giant Top Trump cards were used to identify the knowledge gaps around their clients’ wider business situations.
Following the training, action plans were put in place to target specific client engagement, and a CRM system introduced, both to enhance relationships.