UNDERTAKING A CUSTOMER EXPERIENTIAL REVIEW GETTING A REAL INSIGHT INTO SERVICE REALITY
This practical review will allow businesses, regardless of
industry, to gain a solid insight as to how they currently
deliver service reality across all touch points prior to,
during the interaction and post service delivery.
Undertaken alongside Kiikstart, identify where you can
gain leverage from unique strengths, build even greater
product offerings and respond to the skill gaps that will
undermine future business success.
Get a handle on whether your marketing/ social media
fantasy is actually the front end customer reality.
WHO WOULD THIS BE SUITABLE
FOR?
• Businesses that want to increase revenue and build
the bottom line through more unique, handmade
guest interactions.
• Those who want to ensure their marketing message
is consistent and impactful across all customer touch
points.
• Leaders and decision makers who want to maximise
return on investment in terms of marketing and social
media activity – no point promoting a substandard
experience.
• Those who want to build stronger, more positive
brand reputation in an increasingly crowded
marketplace.
AN INSIGHT INTO THE REVIEW:
• Assessing the style and manner of all marketing
communications prior to, during and after their
interactions with your business.
• Methods and processes used to identify customer
needs across all parts of the end to end experience.
• Style and manner of building better experiences and
evolving the current service and product offering.
• Assessing the level of choice in terms of guest
experiences and the style and manner in which these
are communicated throughout the staff- customer
relationship.
• The level of customer interaction and buy in within the
physical environment in which the service/product is
delivered.
• Evidence of innovation in how the product and
service is taken to the customer.
• Reviewing current brand identity and personality and
how it is actually expressed within staff and business
environment.
• Assessing degree of seasonality and uniqueness
within the product and service offering.
• Reviewing the type of business partnerships that add
value to the customer service experience
• Tactics utilised by the business to respond
proactively to feedback – good and bad.
• Resources and tactics used to encourage return
visitation and increase positive word of mouth via
social media and other public forums.
WANT TO KNOW MORE?
Please contact Ali Uren of Kiikstart if you would like to
benefit from a complimentary, no -obligation conversation
about how the experiential review can be of benefit to
your brand and business.
Contact us
Call
0428 593 400
Email
[email protected]
Visit
www.kiikstart.com
CUSTOMER EXPERIENTIAL REVIEW HOW IS THIS LEARNING DELIVERED?
Step 1
KIIKSTART AND BUSINESS UNDERTAKE PRE PROJECT
MEET AND GREET
This briefing will explain the process to be undertaken and how Kiikstart will offer support and insight
throughout as the business undertakes the experiential review.
Please note this meeting is likely to occur via phone or Skype depending on location of the business.
Step 2
REVIEW COMMENCES
Management undertakes the review within the agreed timeframe – recommended two week period from time
of initial briefing.
Step 3
KIIKSTART AND OPERATOR UNDERTAKE WEEKLY
REVIEW AND DE-BRIEF
To ensure maximum progress, focus and support Kiikstart and Management will have the following methods
in place.
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Weekly 30 minute phone call to review progress and set key areas of focus and action over the two
week internal review period.
Step 4
REVIEW/ASSESSMENT IS COMPLETED
Once the customer experiential review is complete, Kiikstart and the business will meet or at the very least
speak via phone or Skype , depending on location, to determine how the SWOT will be utilised as a key,
initial part of planning and the execution of ideas post Kiikstart.
Contact us
Call 0428 593 400
Email [email protected]
Visit www.kiikstart.com
CUSTOMER EXPERIENTIAL REVIEW HOW IS THIS LEARNING DELIVERED?
Step 5
BUSINESS UNDERTAKES SWOT BASED ON KEY TRENDS,
INSIGHTS AND SKILL GAPS IDENTIFIED IN REVIEW
Kiikstart and the business review the completed SWOT that has been completed as a result of reviewing
the following which has been generated from the review tool:
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Key rankings.
Evidence to support rankings within each key sections.
Key skill gaps which is also referring to opportunities.
As a result of this review the operator will be required to prioritise the top three areas requiring focus and
development within each of the following sections:
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Strengths
Weaknesses ( skill gaps)
Opportunities
Threats
Step 6
PRIORITISING KEY FOCUSES OF THE SWOT AND
PUTTING IT INTO A PRACTICAL ACTION PLAN
Kiikstart will work with the business to create a proven action plan framework which will take key SWOT priorities
and begin to generate a workable, creative but simplified action plan.
This practical plan created with the guidance of Kiikstart will allow businesses the opportunity to get real direction
on what action they want to focus on in the coming two months.
The action will be determined from the insights that came from the experiential review and SWOT priorities.
Step 7
REGULAR CHECKING IN OVER THE 8 WEEKS “DOING” PERIOD
To ensure support and maintain focus Kiikstart will check in each week by phone with the business.
In addition each business will benefit from an open door policy where they can call or email through ideas
and concerns and have these responded to in real time.
Step 8
POST PROJECT DE-BRIEF
Kiikstart and the business will re-connect two months after the initial action plan has commenced to review
key progress, next steps and outstanding needs as it relates to the experiential review.
Contact us
Call 0428 593 400
Email [email protected]
Visit www.kiikstart.com