How Well Do You Know Your Customers?

 

 

Customer Insight Services

Bespoke Customer Services Workshop

Workshop Fip Consulting

“News of a poor customer experience reaches twice as many ears as a positive one.”
Ruby Newell-Legner

FIP Consulting recognise the importance and impact customer service training can have on staff motivation, in fine tuning performance, in up skilling your team and creating a consistent brand image.  By developing and refining how teams work together, our consultancy and tailored workshops create a transformational shift that puts the customer at the heart of everything you do.

 

 

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Customer Journey Mapping

Survey Mapping

“Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%.”
McKinsey & Company

One of the biggest challenges when organisations make the decision to focus on customer satisfaction and the customer experience is that the touchpoints for customers are spread across functional silos.  Today’s customers want a ‘seamless experience’ which is impossible to achieve without analysis and consistency across the various channels.

A customer journey mapping workshop is an invaluable resource to map all customers touch-points and scenarios.  This interactive workshop makes sure you are prioritising business decisions based on your customers reality and create a truly consistent customer experience.

 

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Customer Satisfaction Survey

Survey-check

“91% of customers who had a poor experience are not willing to do business with that organisation again”
Lee Resources

 

What customers will tell you can be quite different to what they actually think and will tell their friends and family. A structured survey developed as a result of research and applied best practices provides a controlled forum to capture insights about your customer base, how they perceive your business, products and services. Providing you with the opportunity to improve and deliver excellent value and ultimately return on investment.

 

Check out a case study >

Business Process Re-Engineering

Re-Engeneering - Fip Consulting

“89% of customers get frustrated because they need to repeat themselves to multiple representatives.”
Kampyle

FIP undertake a review of your customer-facing business processes, identify any gaps to a positive customer experience. We then streamline them to ensure they are usable and enable staff to provide a consistent experience to all customers.

Mystery Shopper

Icon-Mystery-Shopper

“80% of Organisations believe they provide superior Customer Service, while only 8% of their customers would agree.”
Bain & Company.

 

FIP provide a detailed report on the reality of being a customer of your business with our mystery shopper service. After highlighting strengths and weakness, we provide recommendations to ensure a positive customer experience every time.

Complete Customer Health Check

Business-Health-Check

“It takes 12 positive experiences to make up for one unresolved one.”
Ruby Newell-Legner

 

 

Combining all of the services above, a complete customer health check delivers a comprehensive overview of your business from your customers’ perspective. We take information from your customers, turn it into a streamlined business process and deliver an actionable system for your team to deliver a superior service across the board.

 

Quote-Testimonials-Fip-Consulting

“The workshop with FIP Consulting has been vital for us to clearly see where our customer journey could result in a good or bad experience…This is an essential exercise for any stage of business, but hugely valuable for those in the early stages of their business evolution.”

Liberty Bollen, Head of Marketing. Abode Impact

Quote-Testimonials-Fip-Consulting

"Claire’s customer journey mapping workshop is a must for any company in the early stages of building product. You may think you have a solution to a problem but until you understand your customer and how they are likely to react you will not find product market fit"

Nic Woodhams, Founder.  Adventure Pass

 

Quote-Testimonials-Fip-Consulting

"All content very transferable to any role”
“Loved the customer journey exercise”
“Both valuable and interesting”
“A very well run and professional course” 

Customer Service Workshop Attendees

 

 

 



CONTACT US


Contact us on 07969 745 172
or complete the contact form and we will be in touch as soon as possible.


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