Do You Have the Edge When It Comes to Customer Experience?
We will work with you to implement proven strategies for a stellar Customer Experience. We’ll walk you through all of the client touchpoints, and how they combine to create an overall customer-centered system. At Küster Design, we offer the best practices for designing each element of the Customer Experience, including the location and design of your store or office, phone etiquette and website content, rescheduling and follow-up procedures and so much more. Incorporating these positive experience techniques will lead to increased customer retention and referrals, a flourishing business and a healthier bottom-line.
Explore the consulting services we offer below.
Business Management Consultation
As a business owner, you want your customers to feel confident and comfortable with their decision in choosing you. Today’s Customer Experience savvy Business Owners and Executives also understand that the envioronment and atmosphere they create can impact the way their customers feel about their business. It is a direct extension of their brand.
Küster Design can create an atmosphere that sends the exact message you want your customers to receive – and leave a lasting impression that will keep them coming back.
During our FREE No Obligation Consultation, we work to get to know you and your business in order to properly express your branding message. Understanding the market you serve, how you interact with your customers, your current and/or future business space, and your vision for your new space will make an impact on achievable results.
LEARN MORE ABOUT OUR FREE NO OBLIGATION CONSULTATION
- Küster Design will meet with you to learn about your space and the nature of the desired project (new build-out, renovation, building addition or new construction).
- If travel is not feasible, we will arrange a web conference to discuss your plans.
- During the consultation, we will review your project, schedule, budget and questions or concerns.
- We listen to what you have to say, so that we are able to refine our approach to better meet your needs.
Customer Experience Evaluation
We’ll start with a Customer Experience Evaluation – an intensive evaluation of your business, staff and client environment. Our Consultant will visit your office and interview each member of the staff or team to learn what works and doesn’t work in the current environment. These interviews will be held in complete confidence so staff or team members can feel comfortable sharing the good, the bad and the ugly about their daily work environment. We will also observe the interaction between team members and customers.
WHAT IT INCLUDES:
- Site visit by Customer Experience Consultant
- Evaluation of office layout and workflow
- Evaluation of office space for compliance with HIPAA, OSHA and ADA
- Evaluation of all marketing material, website and other collateral used to interact with customers
- Evaluation of interactions between team and customers
- Written report of findings and recommendations for improving the client experience
Mystery Shop Evaluation
Want to know exactly what your customers experience? Küster Design can provide an independent evaluation of your business and staff or team members by engaging SIX professional mystery shoppers to secretly visit your business or office and report their experience. Mystery shopping is an excellent way to get an objective, third-party perspective on how you and your staff are viewed by customers or clients. Findings are compiled into a comprehensive report that we will review with you in detail, along with an Executive Summary highlighting actionable areas for improvement.
Ghost Calling Evaluation
Get an independent evaluation of your staff’s interpersonal phone skills by engaging professional phone shoppers to secretly call your office and report their experience. Similar to our Mystery Shopping package, this is an excellent way to get an objective, third-party perspective on the first impression your business and staff make upon customers. Findings are compiled into a comprehensive report that we will review with you in detail, along with an Executive Summary highlighting actionable areas for improvement.
Health Care Practice Continuity Planning
Get the plan you need to serve patients well, prepare, and ensure your practice continues after a disaster. Learn more about health care practice continuity planning.