Delivering excellent guest experiences that are worthy of recommendation happens by design.
Are your guests willing to recommend you? Are you delivering the behaviours and experiences that build engagement and advocacy?
Experience benchmarking measures your competitive advantage and provides a road map for improvement.
Experience Benchmarking measures the experience you deliver for guests using proven output measures and independent mystery guests.
We convert data into intelligence and pragmatic recommendations
There are no fixed term contracts we allow the client to adopt a frequency that fits their needs and budgetary constraints
We provide intelligence performance review reports after each wave of visits highlighting your successes and opportunities.
We can also provide online guest feedback surveys that can be used exclusively with:
For our clients we expect no less than:
Customer Experience Design
Converting guest engagement opportunities into value added, sales and brand building opportunities. Growing guest advocacy and competitive advantage is not done by luck but by design. We design so that you succeed.
Our choreography service adopts a systematic approach, harmonising the crucial components that drive competitive advantage. We utilise our experience in operations, marketing and capacity management to map the journey, the systems and processes, signage and knowledge required to improve experiences for team members, guests and shareholders.
Always working directly with D McHattie and never passed on to less experienced members of the team the service includes:
To discuss your needs contact: David McHattie
Our Clients Grow Advocacy
The Reflections score is the average of the guests perception of value score and their willingness to recommend score. Our clients aim is to provide experiences that grow recommendation. Our service facilitate and support those goals developing competitive advantage.
Strategic Social Media Development
Social media can devour your time. It is imperative that there exists a clear strategy focussed on converting online interest into in store sales. Anything else is vanity.
We develop coherent strategies based on your brand and capacity. Evolving at your pace.
Setting up the correct social media tools, posting updates and planning campaigns
Social Media is the 21st Century "word of mouth" and most organisations do not have a clue how to embrace this powerful tool.
Pumping out company propoganda is not a solution other than ensuring that advocates tune out.
Ensure the wheels don't fall off - delivering the desired guest experiences every time.
Capacity Management provides a systematic way to bring consistency to your service and to the guest experiences, while maximising volume throughput to grow sales and improve profitability.
The 1 Day Workshop for senior operators provides an introduction to the principles of Capacity Management.
A different lens can have a drastic effect.
The current economic challenges make capacity management more appropriate than ever. To achieve profit and growth targets in an increasingly competitive and challenging market requires new and higher levels of standardised service, efficiency and value to deliver experiences that deliver value and peer to peer recommendations.
To discuss whether this workshop is appropriate for your business and how it will add value to the performance and leadership capabilities of your team contact: David McHattie