There’s a quote from Maya Angelou that really speaks to the heart of the customer-experience concept: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Elite CXS’ mystery shopping and video mystery shopping solutions are designed to ensure your service standards and customer experience are met through active measurement of service staff and their execution against the ideal service process.

We can answer all these questions for you in a timely and organized way:

Are my employees following marina’s processes and procedures?
Are my employees embracing our brand and providing a delightful experience each time a customer contacts us?
Are the investments in process, training, coaching, and compliance guidelines being maximized?
What is the knowledge level of my employees?
Are my brand standards being adhered to across the marina?
Are my employees establishing a good rapport with prospective clients?
Are my sales representatives asking for the business, both soft and hard closes?

Remember in today’s social environment, your customers are out there talking more than ever, whether through online reviews, chat rooms, or the cocktail circuit. The internet is a great source of information, but it is also a great source of people’s experiences and boating is no different. 

Your branding establishes who you are, what you do, how you are different to your competition, and how you live up to your promises. It is a presentation of your business to the world. The better you can communicate your brand message, the more chances you give people to understand what to expect from you, resulting in a better outcome. 

Find out:

If your customers are leaving feeling delighted with the experience they just had.
If your customers are delighted with the safety and amenities.
How your customer service is being perceived.
How to turn reviews into a competitive advantage.
How to get a customizable and fluid customer survey program.
How to ensure your company name and information is consistent across all the channels.
How to be found everywhere.
How to receive a content-based training program and maximize results.

Have you set clear expectations? Do they love what they do and create great customer experiences? Have they been given the tools and training to perform well? Your employees are the frontline champions of your self-storage company, and that’s a great business outcome for you.

Elite CXS’ Employee Engagement solutions provide you with the tools to know what your employees think about working for your brand, if the customer experience is the focus, and if they believe they have the needed tools and training to perform like champions. We analyze all the received data points and provide you with actionable recommendations that show you how investments in employees will improve the customer experience, reduce costs, increase revenues, and mitigate risk for your brand.

Find out:

If your employees really love coming to work every day.
What your employees think of your process and procedures.
What feedback your employees would recommend for improving customer experience and profitability.
How you can link the impact of employee satisfaction to customer satisfaction, costs (e.g., labor), revenue, and profit.
How to improve your employee retention.
How to measure the effectiveness of employee training.

Expectations are for the overall boating industry to remain on the rise through 2030. With this continued demand, will come increased competition for your services. Customers are already getting more and more picky and demanding with marina facilities and amenities. 

Competitor analysis is a great tool for positioning yourself to truly understand your market and create value propositions, differentiators, and a marketing strategy that goes above and beyond the competition. 

Elite CXS will help you stay ahead of your competition and deliver a level of customer experience that will delight and create customers for life. 

With our services you can:

Find out how you are stacking up against your competition
Identify the strengths and weaknesses of your competitors
Develop and communicate a distinct market advantage over your competition
Compare what is being said about you to your competition across the web

Websites are the face of your company no matter what you do, the more important it becomes. 

Our digital team knows exactly who your target audience is, what they like and how to get their attention. 

Do you want to:

Have a modern and stylish website?
Have functionality that brings results?
Have continuous maintenance that you never have to think about?
Attract more customers to your website?
Display relevant & engaging content?
Convert more leads to sales?

Get in touch with our digital specialists to get your business to the top of the digital world.

We live in a world where negative comments, whether true or not, tend to be perceived as gospel. How we react to them and what we do with them can make a world of difference as to how much they matter. While no one likes to get negative reviews, they can be an indicator of a concern, whether in your marina or the greater boating world.

Take control of your brand and solve customer issues! 

View all your reviews from 150+ sites in one interactive dashboard. Filter your review feed by rating, time period, or by the source, to identify which areas and sites to focus on. TrueVoice CX sends you new review alerts via email or SMS so you don’t miss a word.

Find out:

How to turn positive customer surveys into reviews on the web.
How you can monitor, manage, and respond to reviews from 100’s of potential sites from one place.
How you can see everything that is being said about you across the web.
How to manage your customer conversations from one place.
What people say about your business.
How to turn reviews into a competitive advantage.