The Heritage Hotel Group rate ‘Growing GREAT Customer Experiences’ Programme highly!
When launching our new programme for ‘Growing GREAT Customer Experiences’, we decided
that we did not just want any company to test it. We wanted it to be tested by the very best, by
an organisation that prides itself on delivering ‘committed and caring’ customer service and by
an organisation that has both an international reputation and recognition – The Heritage Hotels Group
On a scale of 1 to 10, with 1 being Very Poor and 10 being Excellent, the average rating of the
‘value of the workshop’ by attendees was 9.25. Given The Heritage Hotel Group are in the
hospitality industry and in the business of providing great customer service, this was an
outstanding endorsement of the new programme.
Furthermore, when asked if they ‘would recommend the Growing GREAT Customer
Experiences Workshop to other people/organisations’ the score was even marginally higher,
with an average score of 9.5 on a scale of 1-10 with 1 being Strongly Disagree and 10 being
Strongly Agree.
The Heritage Hotel Group also had this to say about the programme:
- Excellent resources & concepts for Growing Great Customer Experiences.
- The highlighting of both emotional and physical factors influencing the customer
experience was very valuable.
- The Customer Experience Tree concept gets you thinking outside the square, see
great potential to develop this in CRO.
- Working through the stages and seeing them fit together was very valuable - also the
use of charts & graphs reinforced concepts eg: blight of the bland.
- Sometimes your performance is not about you specifically but that there are many
external influences that impact the customer experience and you need to gather their
feedback.
- The concept is great.
The following two graphs show how participants rated the programme for different
variables and statements:
Average Partcipant Rating of Workshop on 1-10 Scale (1 being Very Poor to 10 being Excellent)
Average Partcipant Rating of Workshop on 1-10 Scale (1 being Very Poor to 10 being Excellent)
About the ‘Growing GREAT Customer Experiences’ Programme
Traditional ways for organisations to differentiate themselves are becoming harder and harder.
Price, quality, accessibility, delivery, product features and many other facets of business have
all been squeezed, redeveloped, improved and modified time and time again to try to get the
edge on the competitors.
The next battleground for differentiation will be ‘Growing GREAT Customer Experiences’ and it
is GREAT Customer Experiences that will increase growth and long term loyalty! We see
‘differentiation’ as being a significant positive difference that your customers can see, feel and
measure.
At SRD Group we help our clients Grow Great Customer Experiences by offering workshop
programmes and mentoring programmes for our clients to understand the need for the
Customer Experience to be a fundamental opportunity to differentiate their company and help
create greater loyalty.
Growing GREAT Customer Experiences Workshop
Objectives of the Workshop
The aim of SRD Group’s workshop is to introduce the concepts behind Growing GREAT
Customer Experiences. The idea is for the attendees to understand and explore what makes up
a ‘GREAT Customer Experience’ then to relate this to their own organisation, the various
departments and roles of the staff. The desired outcome is to stimulate thinking that will initiate
ideas/plans/actions that can be applied within the organisation to Grow GREAT Customer
Experiences.
The workshop is designed to help Grow GREAT Customer Experiences and define the specific
actions you will need to take, to enable you to use the Customer Experience as a key strategic
differentiator.
Outcomes of the Workshop
At the conclusion of the workshop participants will:
- Understand why many senior business leaders believe that it is no longer sustainable to
just differentiate on the traditional elements like, price, product and quality.
- Understand why senior business leaders believe the Customer Experience is the next
competitive battleground.
- Be able to define the Customer Experience.
- Understand the vital role emotions play and why they have been totally underestimated by
business.
- Define how their company can use them as a differentiator.
- Understand how they can improve the Customer Experience they provide.
- Understand their organisations ability to Grow GREAT Customer Experiences.
- Understand the Customer Experience Intention.
- Understand The Customer Experience Tree as a way to re-engineer processes and
introduce ‘moments of magic’.
- Use the Customer Experience Nucleus to guide your various departments as to what and
how they need to keep the Customer Experience at the centre of everything they do.
- Have a Customer Experience Action Plan for ongoing success.
Typically the workshop is attended by up to 12 participants, ideally a cross functional team
including senior decision makers. The workshop is very interactive as we firmly believe that
learning comes from participation in debate.
Growing GREAT Customer Experiences Mentoring Programmes
Some clients partner SRD Group to develop a corporate-wide understanding of ‘Growing
GREAT Customer Experiences’ and a programme to embed it into the culture. We help to
develop and implement the action plans, measure their Customers Experiences and mentor the
organisation on how to keep growing these Customer Experiences.
Our Growing Great Customer Experience Mentoring Programme, coupled with our wealth of
CRM consulting knowledge and experience provides a strong recipe for success.
How to get started?
In order to find out more about how SRD Group can help your organisation ‘Grow GREAT
Customer Experiences’, give Neil Stewart a call on + 64 9 4144 555, on mobile phone +64 21
753 216 or email at
