Improving customer acquisition, increasing revenue, capturing greater market share, or building your brand are all legitimate goals. And while many organizations will choose to invest in marketing, customer experience can often be the most impactful and effective route to take.
The experience an organization delivers can be impacted by several factors such as company culture, customer service policies, and internal processes. Marc’s ability to help management teams identify these strengths and weaknesses has made him a sought-after resource.
Marc’s criteria for selecting organizations to work with include a willingness to listen, management leading by example, and being open to new ideas and strategies. There must also be positive chemistry throughout the management team. And employee empowerment should be encouraged from the top down.
A successful program starts with diagnosis. Can the problem be identified? What is the cause? What changes need to happen? How is success measured?
Marc works collaboratively with your teams to identify goals and develop strategies for reaching them. Collective wisdom will be the building blocks for success. The objective is to make the greatest impact from the smallest changes.