Situation: A start up that had recently received funding contacted me to work with them on customer engagement. They had expanded and were having trouble ensuring standardised customer experiences across their locations.Read More
How I helped: I conducted a study that included focus group discussions and one-on-one interviews. Based on my findings, I developed a training module that introduced new behaviours that were key to a good customer experience. During my training program I ensured that these behaviours were integrated.
Outcome: I set up a monitoring system for adherence. This leads them a step closer to a standardised customer experience.
Situation: A business that’s about 4-years-old had expanded their services and locations. Some locations performed better than others. They were unable to understand what made one location more successful.