You can learn more from our frequently asked questions
Making customer experience management (CEM) a priority amounts to knowing your ideal customers’ needs, getting in front of them, serving them, and making sure they are happy before, during, and after the purchase.
What is Customer Experience?
Customer Experience is the culmination of the various ‘stages’ a customer goes through as they engage in the purchase of an item or a service i.e. the perception that customers have across all of their interactions with your organisation.
For customers it is less and less about just the product or the price, it is the end to end Customer Journey which will determine whether they make a one off purchase with you, or if they will come back time and time again.
Delivering great Customer Experience is all about ensuring that every stage of the Customer Experience delivers what is important to the Customer, to a very high standard.
Why is Customer Experience Important?
Your customers now have more information and more choice than ever before. They are more discerning, more vocal and expect more from you. To maximise profit, businesses need customers to keep coming back to them i.e. to become loyal Customers.
Research has shown that loyal customers:
– Recommend you to other customers
– Pay more for the same products/services
– Forgive you when things go wrong
– Defend you when others attack
– Provide you with honest feedback
– Look for ways to spend more with you
– Cost less to service
– Generate a disproportionate amount profit
It is no longer just about Customer service – it is about the entire, end-to-end experience for your Customers. Research shows that an excellent Customer Experience correlates with an increase in profitability and customer loyalty.
What role does Customer Experience play in creating competitive advantage?
A competitive advantage is an advantage that a business has over its competitors. This allows it to generate greater sales and retain more customers than its competition. For example, in providing great Customer Experience for your customers, a competitive advantage can be gained from customers who refer their friends and colleagues to a product or service, which in turn increases brand recognition and potentially sales.
Do you customize your certification / training for your clients?
We use a collaborative approach at every level within an organisation. Our practical, hands on support ensures that, by working together, we maximise the opportunities which exist within a business. Our proven 5 step approach is tailored to your specific requirements, whilst our global partnership team approach means we can ensure the right mix of specialist skills and experience are working on your project.
We provide training, coaching and mentoring solutions. We are conscious that every organisation requires a bespoke approach and are keen to tailor our approach accordingly, ensuring we engage everyone at all levels in terms of what we are doing, why we are doing it and what the benefits will be.
What sectors does EACCC specialise in?
Our breadth of experience and skill sets mean that we can operate across all sectors of industry. We have worked within the retail, rail, hotel, travel, financial and motor sectors.
What services does EACCC offer?
We offer a comprehensive Customer Experience consultancy and implementation service. We work in partnership to formulate Customer Experience strategies, engage and align employees, gather and analyse Customer feedback, plan and implement and measure progress.
With our people-centred approach we ensure that the entire Customer Experience is seamless and consistent across all channels for progressive businesses who understand the importance of delivering a great Customer Experience
We take great pride in not just offering ‘consultancy’ but also working collaboratively with the organisation and its teams to help land, embed and sustain our solutions.
Still having problems?
For any inquiries relating to Customer Care Training and Online Course Programmes or Human Resource services feel free to speak to us personally by call us during business hours.
Head office address:
Sifa Towers, Lenana Rd
Mail for information:
Call for help:
+254 (704) 540-919