We offer customer experience training programmes to equip your staff with practical tools and techniques to help them understand, measure and improve service as your customers see it. We call these programmes ‘Safaris’.
Staff are encouraged to spend time in the field, ‘on Safari’, either in their own environments or from a different sector, observing actual experiences, tracking customer journeys, measuring activities and talking to customers and staff.
By viewing the familiar in a new light, staff reach a joint understanding of why problems for customers occur and how to solve them.
Safari programmes place the customer journey firmly into focus, uncovering simple opportunities, requiring minimal financial investment, which can be immediately applied to their own settings.
Safaris are low cost and easy to carry out. They usually take place over one day and require the participation of a minimum of six persons. Safari programmes can also be hosted events involving multiple organisations or even opportunities to increase customer focus across your entire organisation.
Key Elements of a Safari Training Programme
- Toolkit – tried and tested tools and techniques designed to measure and improve the customer experience
- External Safari Exercise– delegates spend time in the field at a relevant but different customer environment, using toolkit to observe actual experiences, tracking journeys, measuring activities and talking to customers and staff
- Internal Safari– delegates spend time in the field in their own customer settings applying insights gained from external exercise to their own setting
- Opportunity Spotting – delegates apply learnings to develop opportunities for their own settings focusing on simple non- technological changes that require minimal financial investment
- KPI’s and metrics– meaningful measurements to drive and sustain improvements, which are simple and practical to measure and maintain