Sustaining an audience is hard

Sustaining an audience is hard,” Bruce Springsteen once said. “It demands a consistency of thought, of purpose, and of action over a long period of time.” He was talking about his route to music stardom, yet his words are just as applicable to the world of customer experience.

Consistency may be one of the least inspirational topics for most managers. But it’s exceptionally powerful, especially at a time when retail channels are proliferating, and consumer choice and empowerment are increasing.

No matter which retail sector you are in, it is imperative to actively seek to “wow” your customers by providing unique and exceptional customer experiences and set your organization, brand, and/or franchise apart from the competition. EliteCXS offers a variety of measurement options to suit your needs. Our highly flexible and customizable solutions and reporting will focus in on the area’s most important to you. EliteCXS is here to help you on this journey with:

Consumers have so many options when it comes to making a purchase.  What sets your business apart?   How do you build and maintain brand loyalty?   Whether your business drives customers to brick and mortar locations or online shopping, you need to stay on top by providing a stellar customer journey.  EliteCXS will keep you up to date with trends, monitor your customer’s experience and help you measure the effectiveness of your operation.

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A Unique Perspective

EliteCXS offers a unique perspective to the customer experience. Our knowledge will help you to achieve and/or maintain ratings across social media and review sites for your brand or franchise group.

Our TrueVoiceCX solution helps you drive and populate positive reviews, maintain consistency across all listing sites, real-time mobile customer chat and staying on top of your competition through competitive benchmarking. EliteCXS’ web inquiry and telephone-based mystery shopping solutions are designed to ensure your brand standards are met through active measurement of the reservation, inquiry and online ordering processes. EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal sales process. Our web design team can perform analytics and check-ups to ensure your website is running at optimal performance.

 Incorporating Covert Video

 

Using the latest in Covert Video Mystery Shopping technology, we send qualified evaluators to conduct visits at your establishments. Our editing team will refine the footage of one visit down to an interaction based video that shows each key staff interaction along with images of the facility conditions and receipts.

A typical environment poses many obstacles we have learned to overcome. Background noise, awkward angles, periods of inactivity, limited lighting and documenting photos all pose challenges for the evaluator and the editing team.

The value of adding video shops along with a written component of mystery shopping is key to fully understanding the data. Much of the rapport established by the staff is difficult to document in words alone. Through covert video, you are allowed to see the mannerisms, body language, tone of voice and context of the interactions that take place. You can see first-hand how issues such as service recovery, integrity situations, upsell techniques and promotional campaigns are handled.

Interactions from a collection of videos can be compiled to create an Executive Highlight Reel of key successes and areas needing attention. The footage can be used for individual training purposes as well as for creating training modules for the staff and management. EliteCXS is here to help you improve your customer journey, one process at a time.

 

Self-Storage

The self-storage industry continues to be more and more competitive. Potential customers have plenty of choices to choose from in most markets. Fees and options are similar throughout the industry. The advantage you can give your business is through improving the customer experience.

While customers may have several touchpoints with your self-storage brand, it’s vital that they receive the best possible service at each. From your website and social media platforms to your onsite staff, every interaction should be designed to elevate the customer experience.

The self-storage business is extremely unique in that most of your customers are in a state of flux and may be stressed out. It’s said that the process of moving is one of the top 10 stressful situations people experience in their lifetimes. So, while other businesses might get a customer who’s rational, allowing them to design their service experience around logical behavior, in storage, you need to be prepared for anything.

Regardless of where your customers communicate with you and their mental state when they do so, you must consider how to make all interactions convenient and user-friendly. In fact, there are many potential touchpoints between a customer and a self-storage brand—places where a person might find and connect with you, even before they are ready to rent space. Maintaining consistency across all your listings is vital to overall success.

The way you market and advertise has changed dramatically over the last 10 years, and you rely much more on technology. Sometimes, technology allows you to operate with less staff and have fewer personal interactions with customers; but it doesn’t always make the rental process easier. To ensure the quality of your customer experience, you must regularly survey and monitor the interactions customers have with your business online, through the call center, at the kiosk, and with employees in the office. You must also monitor and train staff to maintain customer satisfaction through all touchpoints.

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.”

Self-storage owners spend a lot of time and money in designing their properties, but they often invest very little in finding and training friendly employees and giving the customer a wonderful rental experience. If you know customers are going to be frazzled when they interact with you, your goal should be to make each touchpoint fast, friendly and simple.

Are your customers really pleased with your offerings and quality of service? How do you know? Have you asked them? Sure, your occupancy level may be an indicator of how people feel about your operation, but you could still be leaving money on the table. You need to know what tenants and prospects think and what you could be doing to generate more business. Enter the customer-satisfaction survey! Airlines, hotels and restaurants use them … Why not you? Polling existing and potential customers offer insight on where you’re doing well and, more important, where you can make improvements.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – New project launch – Service levels – Staff interactions – Cleanliness – Reinforce brand standards – Check Out – Proper POP placement – Process adherence – Customer Service – Employee engagement – Employee training

Marinas

Over the past five years, the Marinas industry has been sailing along with increased revenue growth and rising profit. Marinas provide storage for small, recreational boats through the rental of slips and moorings, and often provide additional services such as maintenance, sport and recreation equipment rental, and food and beverage sales. 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. This poses several challenges to the marina operators such as cleanliness, willing and helpful staff, safety, amenities, service, and overall impression.  Ensuring a high level of delight across each customer touchpoint in the journey is vital for your continued success and profitability.

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. Yet the industry typically does not spend enough time or energy to really harness its customers’ perspectives and input.

In the hotel industry one gets a request for comments after each use. Many use it as a great tool for training and working with their employees on how to better handle issues. How many times have you asked your customers for their feedback?

We also 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 comments, they can be a window as to what needs doing, whether in your marina or the greater boating world.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – Facility conditions – Service levels – Staff interactions – Cleanliness – Reinforce brand standards – Amenities – Proper POP placement – Process adherence – Customer Service – Employee engagement – Employee training

Packing and Moving

The moving and packing industry is one of the most interesting and diverse business conglomerates in the US. Unfortunately, the Great Recession of 2008 caused by the housing market has taken its toll. The moving and packing industry was hit by a long downturn period. However, over the years since, the industry has managed to recover.

While it seems logical that larger firms would be the majority in this transport industry, is that the case? Actually, no! Even though it contains some big corporations, most of the industry is really small businesses. Only 8.5% of the firms have more than a hundred employees. In contrast, 47% have fewer than 5 employees. As you can see, the moving industry is as diverse as the country itself. Also, recently, its annual revenue was more than $12 billion! This mostly comes from long-distance and local transport.

Because most companies provide similar services, this is a very competitive market. Really, the difference in quality comes down to the smallest of details and the provision of a stellar customer experience. In the past decade, companies have been finding their place in the digital world. The Internet has changed this business as well, and today it’s the primary way of reaching customers. It’s safe to say that a quality online presence has become one of the most important aspects of this business. Ensuring your listings across the web are consistent and reviews are managed properly is more critical to overall business success now more than ever.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – Staff Friendliness – Staff engagement – Customer service interactions – Web inquiries and response – Reinforce brand standards – Telephone interaction – Ease of scheduling

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