Our experts at MindForest assess client experience with respect to a specific company by “putting themselves in their shoes”. Their experienced eyes register vital details about how a client is treated and what he/she experiences. This is a very useful way of gaining a true picture of the advantages of developing a more client orientated corporate culture.

Our experts are able to determine the level of client experience maturity in a company. Do customer loyalty programmes really achieve their aims? How likely are your clients to recommend you? How many clients do you lose every year?

How do you deal with customer complaints?
 Have you implemented any strategies for winning back dissatisfied or former clients? Do have any information about levels of satisfaction among different types of clients?

In order to illustrate the complexity of client interaction, our experts chart every point of contact between a client and your company. This approach also takes the emotional factors, which your clients experience, into consideration and shows how these can be improved.

In order to convince all your employees of the necessity of a strategy which puts the client at the centre of your activities, our experts will liaise very closely with your decision makers to draft a corporate charter defining the experience and the emotions, which you would like to guarantee your clients. The object of this exercise is to make the transition from an “average” service level to an “unbelievable” one.

The MindForest team of trainers will put together a training schedule to ensure that your employees understand the importance of implementing a positive customer experience and will thus contribute to providing a service level beyond the dreams of your clients.

Our programmes and support material have been tried and tested at all corporate levels and are designed to ensure permanent changes in attitudes.

In order to ensure that these new measures are respected and implemented in the company, we suggest that you introduce a guaranteed quality plan.

This approach may comprise various elements, for example:

• Client satisfaction surveys;
• Employee satisfaction surveys;
• Analysis of your Net Promoter Scoring;
• Analysis of feedback provided by client panels;
• Mystery shopping;
• An assessment of your competitors.