We help our clients achieve dramatic improvements in their customer experience, focusing on both customer-experience strategy and execution:

Strategy:

Together with our clients, we identify what customers need in order for their experience to be excellent, and what their key pain points are. From these insights, we develop a customer-experience concept based on the customers’ voice.

Execution:

Based on the agreed-upon strategy, we collaboratively work with the operation to execute the customer-experience concept, focused on metrics, instilling a continuous-improvement mindset throughout the organization, operator accountability and motivating frontline staff to be passionate about customers.

A key element in successfully transforming an organization to focus on the customer is intense frontline coaching, which leads to a sustainable improvement in the customer experience. The Gibb River Group team will accompany clients on this journey in the trenches of the operation.