The process begins by working with company leaders to identify the core of the brand, its identity, and values, and clearly identify the desired brand perception the company wants to evoke. Then, we literally step into the shoes of the customer and fine-tune each aspect of the experience based on all five senses. The ultimate goal is that the customer has a smooth and enjoyable experience and feels like they are seen, heard, and appreciated. The focus is to infuse the brand’s identity and values throughout and tighten up the systems so they are streamlined and effortless.
Once our initial evaluation is complete, we provide customized training to educate the team and motivate them to deliver a brand-inspired experience. This training crystalizes company culture and builds a crew that is excited, committed and engaged for the long-term.
First Impression
Does the customer feel a warm, professional welcome in alignment with your brand?
Brand Promise
Is your brand promise evident throughout your brand’s experience?
Emotional Response
Using my sensory-based approach, how does the experience make the customer feel?
Consistency
Is the customer experience and brand voice consistent from department to department?
Special Touches
How do you surprise and delight your customer and make them feel special?
Brand Ear
Does the team listen with empathy and truly hear the customer’s concerns?
Culture
Do your team members love working for you and are they the right fit for your organization?
Solution-Based
Does the team understand the customer’s needs and present solutions to maintain an exceptional experience?
Systems
Are your systems smooth and streamlined so the customer’s experience is seamless?
Follow Up
What follow-up is in place to continue a long-term relationship with the customer?
As an example of how our Luxury Brand Customer Experience Audit and Training would be implemented with a luxury hotel, we’ve detailed just some of the key aspects that we examine and refine: The reservation process online and via phone, check-in process, in room initial experience, interaction with hotel lobby team, all elements of customer’s experience ranging from the valet service, fine tuning of maintenance, access to the room, the energy of the room, the toiletries, furnishings etc. to the interactions with the hotel team via phone and in person, the common areas, pool, spa, restaurants.
It’s time to guarantee that the brand you’ve worked so hard to establish is actually resonating with clients. Allow our expertise to guide your team and deliver your valued clients a consistent and cohesive luxury experience that they’ll never forget and tell all their friends about.