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GUEST WHAT WE OFFER?
- 1. INSIGHTS
Analysis is the stepping stone of our process as it helps clarifying and identifying your guests’ desires
and expectations. We place emphasis on the importance of the employee with satisfaction which is
essential in delivering the outstanding service. - 2. BRAND PROMISE
A promise is a commitment given to your guests, an experience they expect to receive.
We help you define an effective brand promise that is clearly aligned with your brand identity, values
and vision. It is a simple, clear and memorable message which lays foundation for guest experience
and enables your employees to focus on the essentials.
- 3. DESIGNING CUSTOMER EXPERIENCE
Providing intentional and emotional interactions and experiences for happy and loyal customers.
We help you define tools, actions and directions to deliver brand promise at every touchpoint and
most importantly, we help you define the touchpoints along the customer journey. - 4. ALIGN YOUR BUSINESS
Motivated and engaged employees with the knowledge and skills to deliver customer experience.
We create branded guest training service that includes solutions and tools to build employee
engagement and upgrade their efficiency in delivering a differentiated guest experience, through
mastering right processes, behavioral skills and tech tools. We also provide assistance in
creating a blueprint for aligning people, products and processes. - 5. MEASURE THE IMPACT OF YOUR CX
Measuring and understanding the impact of the customer experience is crucial for every
organisation. Applying the effective metrics enables you to track success and get regular update
on improvement measures.
We help you track performance on the key drivers of customer satisfaction and loyalty, help to align
your Key Performance Indicators (KPIs) and financial reports using renowned metrics such as Net
Promoter Score and Online Digital Reputation. This allows you to have a full insight and valuable
feedback on the entire customer journey, allowing you to reward them and to find promptly
the necessities in providing the exceptional customer service.