Customer Experience

Metajourn helps brands connect with their customers

A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.

Mahatma Gandhi

To truly manage the customer experience, you must first understand:

  • Your brand and your value proposition
  • Your purpose
  • Your customers’ needs and expectations
  • What you need to do to delight your customers
  • How you are different from – and better than – the competition
  • The systems, processes and technologies required to deliver the optimal experience

We work with our clients to:

  • Identify their highest-value clients
  • Understand what’s important to their highest-value clients
  • Align their brand promise with their purpose
  • Leverage their key differentiators
  • Map the optimal customer experience and identify moments of truth
  • Develop strategies and plans to align their service delivery model(s) with the customer experience
  • Train their employees to deliver exceptional service
  • Leverage appropriate systems and technologies to deliver and measure the optimal customer experience
  • Continuously improve their service levels and offerings

We accomplish this through:

  • Customer Surveys and Focus Groups
  • Vision, Mission and Purpose Workshops
  • Brand Strategy Sessions
  • Workflow and Customer Experience Mapping
  • Employee Communication and Training
  • Customer Communication
  • Directional Signage
  • Marketing Alignment and Messaging
  • Systems Alignment Sessions and Training
  • Measurement and Assessment
  • CContinuous Improvement Planning and Renewal

If you'd like to learn more about customer experience, we’d like to hear from you.