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