Some brands are barely tolerated, some are adored. The difference between the two extremes is customer experience. While some brands provide a basic level of service, others give their customers a rounded, seamless experience that starts before any interaction and continues after the exchange – be that a call centre telephone call, an instore purchase or a complaint.
Get your customer experience right and you build customer loyalty, satisfaction and retention. You also make life better for your people and boost bottom line, as there is premium on products and services perceived to be providing extra value through interactions.
We work with you to develop a bespoke programme that gets to the heart of your customer interactions.
Customer service is the transactional process between a brand or organisation and its customer. A customer needs something, the brand or business delivers it through an interaction. In the worst examples of customer service, the brand or supplier is actively disliked but holds a monopoly on the service required or pitches its service at such a low price point, customers accept poor service as part of the transaction. We all know brands that fall into this category. Other brands are merely tolerated. They meet a need but go no further in their relationship with customers.
Customer experience relates to the customer’s entire journey with an organisation, brand or business. Customer experience starts before the transaction and continues afterwards, so it includes elements such as marketing, tone of voice and aftersales.
Get customer experience right and you stand out from the rest. Good customer experience improves customer satisfaction, converts customers into loyal advocates, encourages repeat business and retention and builds trust.
Bad customer experience can be costly, as United Airlines discovered when a passenger’s bad experience went viral on social media and wiped $1.4 billion off the airline’s value.
At Laughology we are all about relationships and we believe that best relationships are the ones where each side shows long-term commitment, which is why we run a partnership scheme for the organisations we work most closely with.
Being a Laughology Learning Partner earns you discounts and extra benefits within your programme which include freebies and complimentary laugher and learning lunchtime sessions. Our learning partners also enjoy an executive level of access to our experts, ensuring that programme delivery is an on-going, fluid process.
Get in touch if you want to know more.