Cite Up Ltd is a customer experience company operating in the Caribbean. It helps clients improve customer experience through a three phase process: 1) Discovery to understand customers, 2) Empowerment to train staff to meet customer needs, and 3) Expression to create memorable brand experiences. Cite Up has worked with companies across sectors to enhance their customer service and branding.
Achieving Results Through Customer Experience ManagementAchieveGlobal
Developed for the key business issues affecting retailers today, the Customer Experience System offers the retail training needed to create and execute your branded customer experience.
Ecr thailand cooperation & collaboration projectECR Community
This presentation outlines a cooperation and collaboration project between Colgate Palmolive Thailand and Central Food Retail (Tops). It discusses developing customers to win in-store through strategic alignment, joint business planning, demand driving initiatives, supply chain collaboration, and key performance indicator tracking. The goal is to establish a long term partnership through mutual profitable growth.
Project studying on the theme Luxury and clienteling, proposed by Alexandra Lion, Gloria Sadiki and Marine Laurenson. Within the framework of Brand Management's class taught by Audrey Kabla in Master 1 Luxury Brand Communication at Sup de Pub.
CEXIBIZ - Why customers prefer and recommendZwi Fainberg
This document provides an overview of strategies for businesses to become preferred and recommended by customers. It discusses the importance of focusing on quality, trustworthiness, professionalism, accessibility, efficiency, flexibility, caring, innovation, and maintaining relationships. The author advocates defining quality standards across the entire customer experience and continuously improving based on customer feedback. Becoming the preferred and recommended option requires exceeding customer expectations at every touchpoint.
The document discusses how companies can improve marketing, sales, and customer service by better understanding the customer's buying journey. It outlines the typical stages a customer goes through from initial awareness of a problem to selecting a solution. It then recommends that companies align their selling process to this journey by helping customers at each stage. Tracking key metrics at each stage of the sales process can also help identify areas for improvement. The company KTS Marketing Solutions provides consulting services using these techniques to help clients differentiate themselves and drive growth.
This annual report provides an overview of Advance Auto Parts' performance in 2006. Some key points:
- 2006 was a challenging year for consumers and retailers due to economic factors like rising interest rates and gas prices. Advance focused on improving customer service execution to address customers' needs.
- Net sales grew to $4.6 billion. Comparable store sales grew 2.1% and earnings per share grew to $2.16.
- Advance opened 210 new stores, reached 3,082 total stores, and became the industry leader in sales per store.
- Initiatives to improve efficiency and reduce costs helped offset challenges in the operating environment. Advance will focus on more selective growth and improving returns in 2007
Your customers buy your products but they pay for experiences. The document discusses that customers are increasingly paying for experiences rather than just products. It recommends that companies focus on designing customer experiences and interactions rather than just products in order to differentiate themselves and increase profits. Experiences are harder for competitors to copy and customers will pay more for good experiences. The document provides examples of how the consulting firm Stimmt has helped clients shift their focus to experiences.
Achieving Results Through Customer Experience ManagementAchieveGlobal
Developed for the key business issues affecting retailers today, the Customer Experience System offers the retail training needed to create and execute your branded customer experience.
Ecr thailand cooperation & collaboration projectECR Community
This presentation outlines a cooperation and collaboration project between Colgate Palmolive Thailand and Central Food Retail (Tops). It discusses developing customers to win in-store through strategic alignment, joint business planning, demand driving initiatives, supply chain collaboration, and key performance indicator tracking. The goal is to establish a long term partnership through mutual profitable growth.
Project studying on the theme Luxury and clienteling, proposed by Alexandra Lion, Gloria Sadiki and Marine Laurenson. Within the framework of Brand Management's class taught by Audrey Kabla in Master 1 Luxury Brand Communication at Sup de Pub.
CEXIBIZ - Why customers prefer and recommendZwi Fainberg
This document provides an overview of strategies for businesses to become preferred and recommended by customers. It discusses the importance of focusing on quality, trustworthiness, professionalism, accessibility, efficiency, flexibility, caring, innovation, and maintaining relationships. The author advocates defining quality standards across the entire customer experience and continuously improving based on customer feedback. Becoming the preferred and recommended option requires exceeding customer expectations at every touchpoint.
The document discusses how companies can improve marketing, sales, and customer service by better understanding the customer's buying journey. It outlines the typical stages a customer goes through from initial awareness of a problem to selecting a solution. It then recommends that companies align their selling process to this journey by helping customers at each stage. Tracking key metrics at each stage of the sales process can also help identify areas for improvement. The company KTS Marketing Solutions provides consulting services using these techniques to help clients differentiate themselves and drive growth.
This annual report provides an overview of Advance Auto Parts' performance in 2006. Some key points:
- 2006 was a challenging year for consumers and retailers due to economic factors like rising interest rates and gas prices. Advance focused on improving customer service execution to address customers' needs.
- Net sales grew to $4.6 billion. Comparable store sales grew 2.1% and earnings per share grew to $2.16.
- Advance opened 210 new stores, reached 3,082 total stores, and became the industry leader in sales per store.
- Initiatives to improve efficiency and reduce costs helped offset challenges in the operating environment. Advance will focus on more selective growth and improving returns in 2007
Your customers buy your products but they pay for experiences. The document discusses that customers are increasingly paying for experiences rather than just products. It recommends that companies focus on designing customer experiences and interactions rather than just products in order to differentiate themselves and increase profits. Experiences are harder for competitors to copy and customers will pay more for good experiences. The document provides examples of how the consulting firm Stimmt has helped clients shift their focus to experiences.
The document discusses key principles of marketing including creating and capturing customer value. It outlines Galina's value statement to provide superior value products to partners worldwide. The marketing process involves understanding customer needs, designing a customer-driven strategy, constructing an integrated marketing program, and building profitable relationships to capture value from customers. An effective marketing system involves all parties adding value including suppliers, the company, marketing intermediaries, competitors, and consumers. The best concept for Galina to follow is the marketing concept which focuses on knowing customer needs and wants to achieve organizational goals.
The document discusses 10 key concepts for creating customer value, satisfaction, and loyalty. It emphasizes meeting customer perceived value by satisfying their benefits and costs. Maintaining high satisfaction leads to loyalty. Companies should focus on retaining existing customers rather than acquiring new ones since retention is more cost effective. Maintaining good customer relationships through databases allows companies to better target customers, deepen loyalty, and avoid mistakes.
Markman visual model creating customer value, satisfaction & loyalty by raym...Ralph Raymund Pinon
This document discusses connecting with customers through creating customer value, satisfaction, and loyalty. It defines key concepts like customer lifetime value, cultivating strong customer relationships, attracting and retaining customers through database marketing. The goal is to understand how to win customers and beat competition by delivering superior customer value, building customer satisfaction and loyalty through understanding their needs and expectations.
7 Steps to Survive (and Thrive) in 2016 with Raving CustomersChris Snook
Today’s customer expects self-directed, real-time problem solving on demand in unquenchable quantity and lives (along with you and I) in an experience culture where they are in control and expectations at every touchpoint along the customer journey are increasing daily. As markets cycle and turbulence in domestic and global economies demand more discipline in your operational and go-to-market processes, these 7 steps will give you a framework to build your strategy and alignment around customer experience in every silo.
A Select Few is a head hunting recruitment company specialising in the search and acquisition of quality sales talent for telecommunications, technology and media companies in the UK
This document discusses strategies for businesses to increase customer loyalty and retention. It recommends that businesses prioritize improving loyalty among existing customers, as it is less costly than acquiring new customers. Some key strategies mentioned include analyzing customer spending trends to forecast future spending, lowering the cost of services provided to customers, selecting and implementing practical loyalty-building strategies, educating customers on product usage, rewarding loyal customers, identifying low-value customers, and improving the customer experience.
The document discusses conducting an actionable customer experience survey to identify a company's best customers and what needs to be done to retain them. It recommends starting with existing customers, as they provide feedback on customer experience and suggestions for improvement. The survey identifies important purchase factors, performance in those areas, and likelihood of referrals. Customers can then be mapped into value quadrants based on revenue and loyalty to prioritize retention, cross-selling, and releasing efforts. Conducting such a survey provides companies with crucial customer data to strategically grow their business.
Automating the Candidate Journey: Strategic Recruitment Marketing Made SimpleAggregage
By streamlining your marketing efforts through simple mindset shifts and automation, you will be on your way to a more efficient talent acquisition process. Join Employera’s Employer Branding and Recruitment Marketing Senior Director Andrew Levy as he discusses how to analyze your current marketing practices and transform them to ensure your candidates turn into employees.
Automating the Candidate Journey: Strategic Recruitment Marketing Made SimpleErin Washington
By streamlining your marketing efforts through simple mindset shifts and automation, you will be on your way to a more efficient talent acquisition process. Join Employera’s Employer Branding and Recruitment Marketing Senior Director Andrew Levy as he discusses how to analyze your current marketing practices and transform them to ensure your candidates turn into employees.
Business Branding Model PowerPoint Presentation Slides SlideTeam
If you are looking to establish your product in the marketplace, a perfect brand management strategy is all you need. Our content-ready business branding model PowerPoint presentation slides will be highly helpful in your pursuit for brand promotion. A good business marketing framework will help you target your prospects more effectively and create customer loyalty. Here in these corporate branding framework presentation designs, we have included competitive landscape, brand positioning, development, communication, orientation, promotion and other branding solutions for you. Business marketing, business development, brand strategy, branding cycle, branding plan and brand marketing are some of the related topics that are also covered in this brand equity PPT presentation. If you apply the above mentioned strategies, your customers are more likely to buy your product and recommend it to others. So without waiting anymore, download our customizable business branding model PowerPoint presentation slides to give your brand a boost. Always be that bit ahead with our Business Branding Model PowerPoint Presentation Slides. They cater for growing competition.
What would happen if you lost one of your major customers?
Market places are becoming increasingly competitive, with more and more companies being commoditised. To prevent this you need to find a way to differentiate.
Customer's expectations are rising and an excellent customer experience is now part of their expectation.
Customer Value Proposition by Derek HendrikzDerek Hendrikz
This document discusses customer excellence and customer relationship management. It provides 4 cornerstones to customer excellence: deciding what the organization wants, discovering what customers want, delivering what was promised plus extra, and obtaining feedback through measurement. It discusses defining the organization's mission and understanding customers to meet their needs. Primary activities like customer management and support activities like general administration that directly and indirectly relate to the core business are part of an effective customer relationship management value chain.
Geiger is a large, family-owned promotional products company with over 135 years of experience. They offer a wide range of promotional items and services to help clients meet their branding, marketing, and employee recognition goals. Geiger has extensive warehouses and distribution centers, and also designs customized online stores to make ordering simple and efficient for clients. They aim to perfectly represent clients' brands on all products and provide high quality service.
#C817 customer experience transformation on 15-16, 17 july 2014, organised by...Navik Numsiang
This document provides an agenda for a two-day customer experience transformation conference happening on July 15-16, 2014 in Bangkok, Thailand. The conference will feature 13 guest speakers from national and international organizations and will focus on topics like understanding customer experience, customer experience management strategies, harmonizing customer interactions across channels, evolving customer expectations online, and incorporating new technologies and trends into the customer experience. Attendees will learn how to drive profitable customer-centric strategies and transform their customer experience approaches through interactive discussions and case studies.
This document discusses strategies for building and strengthening brand equity. It advises learning from successful brands that have built trust with customers through consistent delivery on their brand promises. Strong brands align their culture, products, customer interactions and communications to differentiate themselves and create emotional bonds with customers. The document recommends conducting annual brand audits and research to monitor the brand's perception and ensure brand-related activities are creating value and profits. It also provides tips for small organizations to focus on value and use limited resources efficiently to implement a branding strategy.
The document discusses several challenges faced by businesses using internet marketing:
1. Converting website visits and leads into actual sales is difficult without attracting and retaining customers.
2. Managing an online marketplace requires regularly updating the website, responding to customer feedback, and providing good customer service. This ongoing maintenance is costly.
3. Prioritizing time, energy, and money effectively is challenging to maximize results without incurring losses.
his aptly crafted editable PPT deck contains twenty seven slides. Our topic specific Customer Lifecycle PowerPoint Presentation Slides deck helps devise the topic with a clear approach. We offer a wide range of custom made slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates. Speculate, discuss, design or demonstrate all the underlying aspects with zero difficulty. This deck also consists creative and professional looking slides of all sorts to achieve the target of a presentation effectively. You can present it individually or as a team working in any company organization.
This one-day workshop from Huthwaite teaches sales teams practical prospecting methods to get the results they need. It covers selecting the right targets and planning effective prospecting calls. Attendees will learn to craft compelling opening statements, credential themselves, link business issues to solutions, and leverage expertise to convert interest into real conversations. Upon completing the workshop, participants will be able to build prospecting plans, create value before sales begin, increase qualified appointments, shorten sales cycles, and improve prospecting messages.
Mike Wittenstein is an expert on customer experience who helps companies enhance their customer experiences to increase revenue and decrease costs. He identifies gaps in customer experiences and provides practical solutions. He offers keynote speeches, workshops, experience audits, consulting services, and help developing a "reason for being" statement to guide customer experience design. His goal is to transform businesses by making customer experiences better.
This document discusses strategies for improving customer relationships and loyalty through effective communication, delivering a quality customer experience, and going beyond expectations. It recommends conducting customer surveys to understand buyer behaviors and satisfaction levels. The surveys would provide insights to improve customer service and identify areas for growth. Additionally, the document suggests training sales teams and focusing on building long-term relationships with customers after the sale through consistent communication. The overall goal is to differentiate the brand and leverage positive customer experiences.
To build and maintain customer loyalty, it is necessary to maintain high service standards and consistently provide customers with an exceptional experience. To increase customer volume, you need customers who become advocates because they are enthusiastic about their exceptional experience. This paper discusses consistent experience in the energy industry and how you can utilize consistent experience ratings to build and maintain your brand equity.
The document discusses key principles of marketing including creating and capturing customer value. It outlines Galina's value statement to provide superior value products to partners worldwide. The marketing process involves understanding customer needs, designing a customer-driven strategy, constructing an integrated marketing program, and building profitable relationships to capture value from customers. An effective marketing system involves all parties adding value including suppliers, the company, marketing intermediaries, competitors, and consumers. The best concept for Galina to follow is the marketing concept which focuses on knowing customer needs and wants to achieve organizational goals.
The document discusses 10 key concepts for creating customer value, satisfaction, and loyalty. It emphasizes meeting customer perceived value by satisfying their benefits and costs. Maintaining high satisfaction leads to loyalty. Companies should focus on retaining existing customers rather than acquiring new ones since retention is more cost effective. Maintaining good customer relationships through databases allows companies to better target customers, deepen loyalty, and avoid mistakes.
Markman visual model creating customer value, satisfaction & loyalty by raym...Ralph Raymund Pinon
This document discusses connecting with customers through creating customer value, satisfaction, and loyalty. It defines key concepts like customer lifetime value, cultivating strong customer relationships, attracting and retaining customers through database marketing. The goal is to understand how to win customers and beat competition by delivering superior customer value, building customer satisfaction and loyalty through understanding their needs and expectations.
7 Steps to Survive (and Thrive) in 2016 with Raving CustomersChris Snook
Today’s customer expects self-directed, real-time problem solving on demand in unquenchable quantity and lives (along with you and I) in an experience culture where they are in control and expectations at every touchpoint along the customer journey are increasing daily. As markets cycle and turbulence in domestic and global economies demand more discipline in your operational and go-to-market processes, these 7 steps will give you a framework to build your strategy and alignment around customer experience in every silo.
A Select Few is a head hunting recruitment company specialising in the search and acquisition of quality sales talent for telecommunications, technology and media companies in the UK
This document discusses strategies for businesses to increase customer loyalty and retention. It recommends that businesses prioritize improving loyalty among existing customers, as it is less costly than acquiring new customers. Some key strategies mentioned include analyzing customer spending trends to forecast future spending, lowering the cost of services provided to customers, selecting and implementing practical loyalty-building strategies, educating customers on product usage, rewarding loyal customers, identifying low-value customers, and improving the customer experience.
The document discusses conducting an actionable customer experience survey to identify a company's best customers and what needs to be done to retain them. It recommends starting with existing customers, as they provide feedback on customer experience and suggestions for improvement. The survey identifies important purchase factors, performance in those areas, and likelihood of referrals. Customers can then be mapped into value quadrants based on revenue and loyalty to prioritize retention, cross-selling, and releasing efforts. Conducting such a survey provides companies with crucial customer data to strategically grow their business.
Automating the Candidate Journey: Strategic Recruitment Marketing Made SimpleAggregage
By streamlining your marketing efforts through simple mindset shifts and automation, you will be on your way to a more efficient talent acquisition process. Join Employera’s Employer Branding and Recruitment Marketing Senior Director Andrew Levy as he discusses how to analyze your current marketing practices and transform them to ensure your candidates turn into employees.
Automating the Candidate Journey: Strategic Recruitment Marketing Made SimpleErin Washington
By streamlining your marketing efforts through simple mindset shifts and automation, you will be on your way to a more efficient talent acquisition process. Join Employera’s Employer Branding and Recruitment Marketing Senior Director Andrew Levy as he discusses how to analyze your current marketing practices and transform them to ensure your candidates turn into employees.
Business Branding Model PowerPoint Presentation Slides SlideTeam
If you are looking to establish your product in the marketplace, a perfect brand management strategy is all you need. Our content-ready business branding model PowerPoint presentation slides will be highly helpful in your pursuit for brand promotion. A good business marketing framework will help you target your prospects more effectively and create customer loyalty. Here in these corporate branding framework presentation designs, we have included competitive landscape, brand positioning, development, communication, orientation, promotion and other branding solutions for you. Business marketing, business development, brand strategy, branding cycle, branding plan and brand marketing are some of the related topics that are also covered in this brand equity PPT presentation. If you apply the above mentioned strategies, your customers are more likely to buy your product and recommend it to others. So without waiting anymore, download our customizable business branding model PowerPoint presentation slides to give your brand a boost. Always be that bit ahead with our Business Branding Model PowerPoint Presentation Slides. They cater for growing competition.
What would happen if you lost one of your major customers?
Market places are becoming increasingly competitive, with more and more companies being commoditised. To prevent this you need to find a way to differentiate.
Customer's expectations are rising and an excellent customer experience is now part of their expectation.
Customer Value Proposition by Derek HendrikzDerek Hendrikz
This document discusses customer excellence and customer relationship management. It provides 4 cornerstones to customer excellence: deciding what the organization wants, discovering what customers want, delivering what was promised plus extra, and obtaining feedback through measurement. It discusses defining the organization's mission and understanding customers to meet their needs. Primary activities like customer management and support activities like general administration that directly and indirectly relate to the core business are part of an effective customer relationship management value chain.
Geiger is a large, family-owned promotional products company with over 135 years of experience. They offer a wide range of promotional items and services to help clients meet their branding, marketing, and employee recognition goals. Geiger has extensive warehouses and distribution centers, and also designs customized online stores to make ordering simple and efficient for clients. They aim to perfectly represent clients' brands on all products and provide high quality service.
#C817 customer experience transformation on 15-16, 17 july 2014, organised by...Navik Numsiang
This document provides an agenda for a two-day customer experience transformation conference happening on July 15-16, 2014 in Bangkok, Thailand. The conference will feature 13 guest speakers from national and international organizations and will focus on topics like understanding customer experience, customer experience management strategies, harmonizing customer interactions across channels, evolving customer expectations online, and incorporating new technologies and trends into the customer experience. Attendees will learn how to drive profitable customer-centric strategies and transform their customer experience approaches through interactive discussions and case studies.
This document discusses strategies for building and strengthening brand equity. It advises learning from successful brands that have built trust with customers through consistent delivery on their brand promises. Strong brands align their culture, products, customer interactions and communications to differentiate themselves and create emotional bonds with customers. The document recommends conducting annual brand audits and research to monitor the brand's perception and ensure brand-related activities are creating value and profits. It also provides tips for small organizations to focus on value and use limited resources efficiently to implement a branding strategy.
The document discusses several challenges faced by businesses using internet marketing:
1. Converting website visits and leads into actual sales is difficult without attracting and retaining customers.
2. Managing an online marketplace requires regularly updating the website, responding to customer feedback, and providing good customer service. This ongoing maintenance is costly.
3. Prioritizing time, energy, and money effectively is challenging to maximize results without incurring losses.
his aptly crafted editable PPT deck contains twenty seven slides. Our topic specific Customer Lifecycle PowerPoint Presentation Slides deck helps devise the topic with a clear approach. We offer a wide range of custom made slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates. Speculate, discuss, design or demonstrate all the underlying aspects with zero difficulty. This deck also consists creative and professional looking slides of all sorts to achieve the target of a presentation effectively. You can present it individually or as a team working in any company organization.
This one-day workshop from Huthwaite teaches sales teams practical prospecting methods to get the results they need. It covers selecting the right targets and planning effective prospecting calls. Attendees will learn to craft compelling opening statements, credential themselves, link business issues to solutions, and leverage expertise to convert interest into real conversations. Upon completing the workshop, participants will be able to build prospecting plans, create value before sales begin, increase qualified appointments, shorten sales cycles, and improve prospecting messages.
Mike Wittenstein is an expert on customer experience who helps companies enhance their customer experiences to increase revenue and decrease costs. He identifies gaps in customer experiences and provides practical solutions. He offers keynote speeches, workshops, experience audits, consulting services, and help developing a "reason for being" statement to guide customer experience design. His goal is to transform businesses by making customer experiences better.
This document discusses strategies for improving customer relationships and loyalty through effective communication, delivering a quality customer experience, and going beyond expectations. It recommends conducting customer surveys to understand buyer behaviors and satisfaction levels. The surveys would provide insights to improve customer service and identify areas for growth. Additionally, the document suggests training sales teams and focusing on building long-term relationships with customers after the sale through consistent communication. The overall goal is to differentiate the brand and leverage positive customer experiences.
To build and maintain customer loyalty, it is necessary to maintain high service standards and consistently provide customers with an exceptional experience. To increase customer volume, you need customers who become advocates because they are enthusiastic about their exceptional experience. This paper discusses consistent experience in the energy industry and how you can utilize consistent experience ratings to build and maintain your brand equity.
CPI helps automotive companies improve performance through training programs that identify objectives, track performance, provide feedback, and reward employees. CPI strengthens relationships between companies and their salespeople, employees, managers, and customers to stimulate sales, improve customer service and satisfaction, and build teamwork. CPI is experienced in automotive retail and creates training materials and workshops on management, sales, finance, and other dealership operations to help companies achieve measurable goals.
ArchPoint Consulting helps organizations improve performance through strategic planning, brand and marketing services, change management, sales effectiveness, and supply chain optimization. They have a 97.6% repeat business rate due to delivering measurable results for clients. Their OGSM methodology aligns business elements and guides clients through an executable strategic planning process. ArchPoint consultants have over 20 years of industry experience to understand clients' challenges and drive significant, sustainable changes.
DigitalZone B2B Business Consulting OrganizationLeilani Price
Digitalzone focus on B2B Marketing Solutions like,B2B List Generation, Lead Generation,List Building & Email Marketing,Design work,Demand Generation,Search Engine Optimization,Event Promotion, Content Creation makes it the perfect choice for all of your marketing needs.
Key Point Marketing Consultants partners with clients to help maximize marketing ROI through delivering profitable internet and direct marketing strategies. With an average of 15 years of Fortune 50 senior level marketing experience on their team, they bring additional resources to help marketing departments meet their objectives. Key Point can assist clients with strategic marketing plans, product management, brand strategy, competitive analysis, loyalty programs, and research projects to help INCREASE marketing ROI and GENERATE MORE PROFIT for businesses.
The document announces a three-day sales management training forum taking place in Arlington, VA, featuring sessions on advanced sales management, building a strong sales team, and customer service excellence, with topics including developing sales strategies, measuring performance, and dealing with difficult customers. Attendees can earn up to 18 CPE credits and the forum is aimed at sales executives, directors, managers, and other sales professionals.
This document provides information about an upcoming three-day sales management training forum hosted by the American Strategic Management Institute (ASMI). The forum will take place from March 17-19, 2010 in Arlington, VA and feature interactive trainings on advanced sales management, building a strong sales team, and customer service excellence. Each day will include sessions on related topics led by industry experts and will offer up to 6 continuing education credits. The document provides details on session topics, logistics, registration, and sponsorship opportunities.
The document announces a 3-day sales management training forum taking place in Arlington, VA featuring sessions on advanced sales management, building a strong sales team, and customer service excellence to help participants improve sales performance and customer relationships through various sales techniques and strategies. Each day covers different topics through interactive trainings and features breakfast, breaks, and lunch. The forum is aimed at sales executives, directors, managers, and other sales professionals.
johnpc ltd provides sales transformation, training, coaching and workshop services to help organizations improve their sales performance. Their services include sales process reviews and skills training to increase sales effectiveness. They also provide DiSC personality and leadership assessments and workshops to improve workplace relationships and performance. johnpc works with organizations across different industries to analyze their sales operations and provide customized recommendations and training.
This document provides an overview of a four-part series on customer loyalty and outlines strategies for retaining business customers. It discusses keeping competitors at bay by leveraging "cumulative advantage" - making it slightly harder for customers to choose competitors' products after choosing yours initially. It also stresses the importance of understanding customer expectations to improve customer success and retention. The next parts will cover leveraging the relationship between branding and customer loyalty, and key metrics for stabilizing and improving revenue through customer loyalty and experience.
This document discusses competitive advantage and how to develop and maintain a sustainable competitive advantage. It defines competitive advantage as being sustainable, hard to copy, unique, and superior to competitors. It presents a strategic planning model with marketing, operations, innovation, human resources, and financial strategies driving a sustainable competitive advantage. It emphasizes the importance of understanding customers, competitors, and one's own business strengths. Developing a sustainable competitive advantage requires aligning all systems and processes, considering future scenarios, and continually evaluating changes and results.
This certification program teaches strategies for innovative customer service, market leadership, and organizational transformation. Participants will learn how to create valuable customer propositions, elevate loyalty, and adapt to competition. Specific skills include enhancing customer experience, becoming customer-centric, and developing on-the-spot strategies. The 24-hour program is taught over 3 days and is suited for those managing customer processes or people. The instructor, Kay Valenzuela, is an international speaker on customer experience strategies.
This document discusses branding and marketing concepts for SA Communication Group. It defines marketing and branding, explaining how branding creates value by developing customer loyalty and differentiation. Branding is meant to inspire and connect through a clear message and value proposition. The document discusses how branding establishes consistency in all aspects of customer experience. It emphasizes the importance of positioning a brand through expertise and benefits rather than trying to be everything to everyone. Overall the goal of branding is to standardize excellence.
Hinduja Global Solutions is a business process outsourcing company that provides customer management solutions such as customer contact centers, business process outsourcing, and data analytics. They have over 35 years of experience working with global brands and have operations centers in India, Philippines, United States, Canada, Mauritius, and Colombia. Their solutions are designed to maximize customer lifetime loyalty through innovative and consultative approaches.
Businesses Want Results, Not Empathy Maps — #cxtalks Dallas 10 minute talkJeremy Johnson
While design is becoming ever more important in the business world, we’re at a crossroads where if we can't connect customer understanding to actionable themes or business results we’re going to lose our seat at the table. Customer Experience professionals need to become masters at blending customer, business, and technology to give teams a clear path ahead.
Key Takeaways
1. CX Pros need to get really good at understanding design, business AND technology
2. CX Pros need to get good at connecting customer insights to tangible features and products
3. CX Pros need to help design teams connect to business teams in an effective way
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - Customer Success for Marketing Software - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Marin Software, Influitive, Conductor
MavenVista is a one-stop solution for procurement management software and system. We deliver intuitive software solutions to control your procurement process with the experience of industry experts.
Web Initiate is a team that specializes in building brands and companies online and offline through strategic marketing. They believe in delivering high quality service through tangible efforts, assurance, reliability, empathy, and responsiveness. The company has experience working with both large corporations and startups across various industries. Their goal is to satisfy customers and help businesses compete, survive, and grow through custom online marketing solutions.
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2. THE
Who is cite up?
CUSTOMER
EXPERIENCE
COMPANY
Cite Up Ltd. is the only Customer Experience Company in the
English-speaking Caribbean. With operations in Trinidad & Tobago,
Jamaica and Barbados, Cite Up Ltd. is enabling our Clients to
create the WOW! Factor for their customers everyday.
Powered by professionals with over 50 years combined experience
in Strategic Marketing and Brand Activation, Service Excellence
Benchmarking, Training & Development and Retail Execution, we
take pride in delivering value to our stakeholders and surpassing
client expectations.
Call or email us today for your complimentary consultation.
11-15 Princess Margaret Street,
San Fernando.
Trinidad,
1c Braemar Avenue,
Kingston 5,
Jamaica.
Phone: 868 652 9084 (Trinidad) 876 978 6119 (Jamaica)
Email: kelly.athanas@citeup.com
Web: www.citeup.com
2 www.citeup.com
3. THE
CUSTOMER
EXPERIENCE
Why is customer
COMPANY
experience important?
Customers have unlimited information and countless options
when considering a purchase.
In today’s rapidly growing consumer market, customer experience
is the only differentiating factor between you and your
competition, because an experience cannot be easily replicated.
To ensure business continuity, organisations must move beyond
providing customer satisfaction and develop new ways of staging
experiences for customers at every touch point in the business
process.
The nature and quality of the experience enjoyed by your
customers is limited only by your ability to fire up a desire for
excellence in your people.
Let Cite Up Ltd. take you the whole 9 yards and set you head and
shoulders above your competition!
3 www.citeup.com
4. THE
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The WOW! Process
DISCOVER the emotions that motivate your customers to buy.
EMPOWER your people to deliver these experiences consistently.
EXPRESS your brand in a way that appeals to your customers’ senses.
DISCOVERY EXPRESSION
Mystery Shopping EMPOWERMENT Strategic Branding
Brand Audits Brand Activation
Exit Polls Visual Merchandising
Focus Groups Service Excellence Workshops Point-of-Sale Design
Service Excellence Benchmarking Retail Training Sessions Point-of-Sale Themes
Staff Incentive Programs
Product Knowledge Training
4 www.citeup.com
5. THE Beginning with a complimentary consultation, we work with
CUSTOMER you to understand your brand promise. Our unique 360 degree
EXPERIENCE process helps to uncover gaps between your objectives and
COMPANY
the reality of the customer experience. We then apply a suite of
solutions that keep your customers emotionally attached to your
brand.
/ Discovery
Using leading-edge technology and time-tested systems we
answer your burning questions through Mystery Shopping,
Focus Groups, Exit Polls, Shelf Reviews and Service Excellence
Benchmarking.
/ Empowerment
Through our learning engagement, including seminars and
workshops on service excellence, service leadership, team
building, supervisory skills, selling skills, and retail operations,
your team develops the skills, knowledge and abilities to stage
experiences and delight your customers consistently.
/ Expression
With a series of branding solutions, ranging from PR & media to
brand activations and visual merchandising, you appeal to the
senses of your target group to create an experience that will
promote affinity to your brand and attachment to your products
and services.
5 www.citeup.com
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/ Discovery
Become more competitive by seeing your business through your
customers’ eyes.
Mystery Shopping
We match our trained and experienced mystery shoppers to your
customer profile and provide 24/7 customised online reports.
• Test your service standards
• Reward your staff for delighting your customers
• Continuously assess and improve your operations
Brand Audits
We work with our clients to develop service standards and test for
consistency in service delivery.
• Write service standards to which all must adhere
• Test for consistency in service delivery
• Keep staff motivated towards achieving the highest
standards of service
• Ensure brand consistency
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/ Discovery
(continued)
Exit Polls
Our 24/7 automated online reports give you quick answers to
emerging issues.
• Reduce customer churn
• Increase your conversion rates
• Increase the average spend per customer
• Determine what drives your customers to spend
Focus Groups
We use persons from a wide cross section of society to ensure you
get accurate feedback.
• Learn how your customers feel about you
• See how they feel about your competitors
• Test new services, products and concepts
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/ Discovery
(continued)
Service Excellence Benchmarking
Benchmarking will clarify how your brand is performing internally
and externally.
• Benchmark against regional leaders in Service Excellence
• Achieve brand consistency across locations
• Compare your brand to your competitors’
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/ Empowerment
Favourable customer experiences can only be consistently created when
staff buy in and have the necessary tools to WOW customers on a daily
basis. Our Empowerment sessions get staff at all levels pumped up about
creating elated customers.
Service Excellence Workshops
Our in-house Customised Sessions and Public Workshops are
designed to improve frontline staff’s:
• Customer Sensitivity
• Selling Skills
• Team Work
• Supervisory Skills
Retail Training Sessions
We offer Retail-Based Training Programs exploring the
mechanics of:
• Retail Metrics
• Visual Merchandising
• Managing People in Retail
• Shrinkage Control
• Customer Care
• Retail Trends
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/ Empowerment
(continued)
Staff Incentive Programs
Cultivate a high performance team by establishing customer
service standards and a customised staff incentive program driven
by mystery shopping scores.
Watch your staff reach for the stars and see your sales soar.
Product Knowledge Training
Train your salespeople how to translate product features into
benefits and ultimately make those emotional connections that
cause customers to buy.
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/ Expression
The key to creating memorable customer experiences is to appeal to their
senses. Our Expression tools bring your brand to life at every point of
contact with your customers. Your customers will feel good about buying
and look forward to doing continuous business with you.
Strategic Branding
Develop communications that powerfully express your competitive
difference.
Brand Activation
Whether a product, service or both, we create and execute unique
and effective promotions that positively impact your target
audience.
Visual Merchandising
Our merchandisers work at your point of sale, or at your reseller’s
stores, to seek optimal visual positioning and create striking
displays.
11 www.citeup.com
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/ Expression
(continued)
Point-of-Sale Design
We work with the industry’s leaders in point of sale design to
ensure that your point of sale is both functional and visually
appealing.
Point-of-Sale Themes
Themes take seasonal promotions to a higher level. We bring
concepts to life at your point of sale and create life long memories
for your customers.
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Our Client List
Over the years, we have earned the trust and respect of many companies who have
quality of service.
Service Providers Manufacturers
Blink Bermudez Biscuit Company
Bmobile TCL
Caribbean Broadcasting Company (CBC)
GTECH Latin America Financial Sector
Gulf View Medical
CLICO
J.D. Sellier & Co. Ltd.
CMMB
Micon Marketing
First Citizens Bank (FCB)
TSTT
Guardian Life of the Caribbean
Flow Jamaica
Republic Bank Ltd.
Retailers
Scotia Bank
Budget Marine
Cari Can Aire
Clark’s Shoe Stores
College Health Foods
Hi Lo Food Stores Ltd.
Superpharm
Westport
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14. THE
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Our Client List
(continued)
Government Departments Hospitality and Entertainment
Barbados Light & Power Chancellor Hotel
Lake Asphalt Ltd Crews Inn Ltd.
Ministry of Public Admin Eat IT
Ministry of Public Utilities Hyatt Regency
Ministry of Trade & Industry Movie Towne
TTPOST Paria Suites
T&TEC Ruby Tuesday
National Initiative for Service Sandy Lane Hotel Barbados
Excellence Barbados (NISE) Trinidad Hilton
National Insurance Board (NIB) TTHTI
National Lotteries Control Board (NLCB) Global Corporations
Petrotrin ADL Associates
Port of Port of Spain Customer Care Management and
WASA Consulting (CCMC)
IBM Worldwide Corporation
Maytag International
Sony Corporation
Sony Ericsson Mobile Communications
Blackberry
Samsung
14 www.citeup.com