How can we help you?

Here at Customer Love we offer a range of services all with the aim of helping you improve your customer communication and processes.

You can choose from workbooks for workshops for your team.

Customer Journey Mapping

3 hour Workshops – Inhouse for up to 6 people £875 +VAT (includes workbook)
3 hour open workshops £175pp +VAT (max 10 delegates per session)
Customer Journey Mapping Workbook £57 (inc VAT)

What happens at each and every step that a customer currently interacts with your business?

Your website visitors may have found you through searching the internet, land on your website and make a decision as to whether to contact you, place and order or leave without you even having had chance to interact with them.

With Customer Journey Mapping, we work together to analyse each stage of the customer journey, before, during and after the sale. You may have stumbling blocks, out of date information/unclear information or even processes that just don’t make sense to your customer.

The workshop will help you develop a clearer understanding of what needs to happen at each stage of the Customer Journey.

Through this session you may implement new processes and improve on existing communication to ensure that the customer journey is easy for the customer. With the Customer Journey Mapping workshops and workbook you and your team will develop an action plan.

Customer Experience Consultancy and Training

Customer Experience (CX) Workshop

3 hour Workshops – Inhouse for up to 6 people £875 +VAT (includes workbook)
3 hour open workshops £175pp +VAT (max 10 delegates per session)

You think you have an easy to use website, your phones/emails are answered the way you expect them to be, your premises reflect your business, your couriers deliver in the way you want them to and yet your customer may feel totally the opposite, having a different experience to that which you want them to have.

Everyone in your business impacts customer experience (and not always in a good way). Taking your team through the customer journey, discovering how to iron out niggles and retain customers and a happy team. You’ll improve customer satisfaction, retention and sales which in turn cuts your marketing budget and increases profitability.

There is nothing worse than spending money on workshops and leaving the learning in the room. With customer love workshops you and your team will develop projects to ensure actions happen.

 

We had a training session with Anne Williamson and it was simply fabulous. Delivered to our whole team, the topic and content related to every single team member and their contact and interaction with our existing and prospective customers. We were able to identify, plan and implement a number of changes to our approach that will help us and also help our customers differentiate us from the competition. Even if you think you have your customer experience nailed I'd really recommend that you have a chat with Anne and see if what you think is what your customers think; you may be surprised!
Joe Makepeace, AV Company

Customer View (Mystery Shopping)

If you’ve ever put on someone else’s glasses by mistake you’ll know how suddenly things can seem very blurred. Your view changes and sometimes you can’t even see even close up items.

Customer View takes a look at your business through your customer’s eyes (with the right glasses) and uncovers where you can be causing frustration and losing future sales. This totally impartial look at your online and/or offline presence.

There are 2 options available to you – either Customer View as a mystery shop or purely a website audit.

Booking Customer View as a mystery shop – you can choose what is covered from

• reviewing your website and social media presence,
• visiting and reporting on premises visits
• conducting communications review through phone calls, email queries, website forms and reporting on responses.

You will receive a report on the experience from an impartial viewpoint, with recommendations (if needed) for improvements. This can then be followed up with Customer Experience Training involving your team.

Website Audit

Many times people build a website and ‘forget about it’ or think they have made their offering/message clear. If you have a website that isn’t driving the level of enquiries you expect then book a website audit session today.

What’s best for you?

You can book a zoom call where we run through the website live with you, suggesting improvements to make, giving you the recording of the session to listen to and make recommended changes.

This is booked on an hourly basis of £175 +VAT per hour

Or you can tell us what pages you would like auditing and we will produce a report on the website experience from an impartial viewpoint, with recommendations for improvements.

The cost for reviewing your website and producing the report (sent within 5 working days) starts at £425 +VAT for 3 pages

Customer Love Mystery Shopper
A couple of months ago we ran a campaign with one of our marketing partners. Although well received I felt that our conversion rate could have been considerably higher. Customer Love reviewed our site and provided me with some great pointers from an outside perspective on how the customer journey could be improved. Yesterday the same campaign with the same marketing partner went live and showed an uplift of 185% in sales in one day in comparison to the last campaign!
Mark Jackson, Luxury Pet Hamper Company

Customer Voice

3 hour Workshops – Inhouse for up to 6 people £875 +VAT (includes workbook)
3 hour open workshops £175pp +VAT (max 10 delegates per session)
Customer Voice Workbook £57 (inc VAT)

There are so many companies out there who ask customers for feedback with a ‘rate us 1 to 10’ without real thought behind their questions that businesses can often think ‘what’s the point in asking for feedback?’

Giving your customers the opportunity to ‘voice’ their opinion on dealing with you and your team is very powerful.

By introducing or improving customer feedback collection you can uncover great marketing messages from the words your customers use in their responses.

If things weren’t quite right, or what your customer was expecting you could be losing future sales without knowing why.

Of course there is more to collecting feedback than sending out a standard survey. Let’s look at the questions you really want answering. How are you going to collect the information. Would a focus group work well for this?

Feedback can also be used for new services/product ideas and involving your customers helps develop deeper relationships.

You will also discover how to use customer feedback to help you gain new business.

Thank you very much for delivering an engaging training session for myself and the Team.  We came away with lots of ideas and achievable goals to work towards.  You certainly met the brief and the team have spoken positively about the session since.    Would definitely recommend Anne to other businesses.  Professional, knowledgeable and great to get on with.
Nationwide Roofing Company

Brilliant Exhibitions

3 hour Workshops – Inhouse for up to 6 people £875 +VAT (includes workbook)
3 hour Workshop for your exhibitors – for up to 15 people £1275 +VAT (includes workbook)
Brilliant Exhibitions Workbook £57 (inc VAT)

When you are spending a fortune on an exhibition stand and taking your team from the office, you really need to see a return on your investment.

Bringing my expertise from having exhibited across the UK and in Europe, where people queued to get on our stands, we dominated social media and had customers engaged with us long after the event  you will discover what you can do before, during and after an exhibition to increase the return of your financial outlay.

We will show you how to make your stand the one everyone is talking about and wanting to stop at – it’s not about having cupcakes, sweets or a business card draw. Let’s get creative and relevant.

Customer Love’s Brilliant Exhibitions will help you

  • creatively think about how to make your stand the one people stop at,
  • devise ways to create a buzz (including social media domination)
  • engage with visitors rather than them just swooping in for freebies
  • focus on conversations rather than frantically trying to collect business cards.

You can book either an exhibition workshop for you and your team or do it yourself working through the Brilliant Exhibitions workbook. The workshop is also available to exhibition organisers who want to help exhibitors get a better return on investment.

Customer Love Exhibition Training
"You can stand on the stand and get through the week OR you can talk to Anne about how to get the most out of your exhibition. Anne made us think differently about our last exhibition, came up with some great ideas for engaging with potential customers, creating a buzz and the all important follow up. We got new business as a result!."
Gary Davies, Engineering Company