Our Services
Service Culture and Customer Experience
We believe deeply that brands are defined by what they do - by the millions of actions, interactions and decisions made every day by their people. Nowhere are those actions more critical to brand perception and loyalty than on the front line of brand experience – where the reality of what you deliver for your customers and employees has a profound impact on how they see you and whether they’ll stick with you.
Service philosophy and principles
The service experience you deliver is a powerful expression of your brand – so it’s imperative it’s aligned with your overall positioning and proposition, and powered by your true and authentic culture.
Customer experience
Customer-facing teams generally have a handle on how to deliver an effective and functional service. What they now need are ways to elevate that service to become a true experience – one that’s differentiating, memorable, flexible, true to your brand and responsive to how your customers want to interact.
What Makes A Strong Service Culture, And Why Is It Important For My Brand?
A strong service culture is a shared set of ways of working, actions and behaviours that guide an organisation's interactions with their customers. It's the foundation for delivering exceptional customer experiences and building long-lasting customer relationships. A strong service culture can:
- —Enhance brand reputation: A positive service culture can significantly boost a brand's reputation.
- —Increase customer loyalty: Happy customers are more likely to return and recommend your business.
- —Improve employee satisfaction: A positive service culture can lead to higher employee morale and productivity.
- —Drive business growth: A customer-centric approach can lead to increased revenue and market share.
How Can People Made Help You Develop A Strong Service Culture?
People Made can help your organisation develop and implement a strong service culture through the following strategies:
- —Culture Audits and Assessments: Identifying strengths, weaknesses, and opportunities for improvement.
- —Leadership Development: Training leaders to embody and promote the desired service culture.
- —Employee Training and Development: Providing employees with the skills and knowledge they need to deliver exceptional service.
- —Customer Journey Mapping: Understanding the customer experience at every touchpoint and identifying areas for improvement.
- —Performance Management: Aligning performance metrics with service culture goals.
- —Recognition and Rewards: Recognising and rewarding employees for outstanding service.
How Can People Made Help Us Improve Customer Experience?
People Made can help your organisation improve customer experience by:
- —Customer Journey Mapping: Identifying opportunities to enhance the customer journey.
- —Customer Feedback Analysis: Analysing customer feedback to identify pain points and areas for improvement.
- —Customer Experience Training: Training employees to deliver exceptional customer service.
- —Customer Satisfaction Surveys: Conducting regular surveys to measure customer satisfaction.
- —Mystery Shopping: Using mystery shoppers to evaluate customer experiences.
How Can We Measure The Effectiveness Of Our Service Culture And Customer Experience Initiatives?
To measure the effectiveness of your service culture and customer experience initiatives, you can use the following metrics:
- —Customer Satisfaction: Measure customer satisfaction through surveys and feedback.
- —Net Promoter Score (NPS): Gauge customer loyalty and advocacy.
- —Customer Retention: Track customer retention rates over time.
- —Employee Satisfaction: Measure employee satisfaction and engagement through surveys and pulse checks.
- —Operational Metrics: Track key performance indicators like average handling time, first-call resolution rates, and customer satisfaction scores.
By regularly monitoring and analysing these metrics, you can identify areas for improvement and make data-driven decisions to enhance your service culture and customer experience.