THE CUSTOMER IMPACT STORY
The Customer Impact Agency is straight out of the box, brand new.
And it's a brand new approach that we have brought to the (let's be honest) often boring world of customer experience strategy too.
I'm Steve Hodgkinson, the 'Ideas Guy' at the agency and the bloke responsible for what you see.
After a successful career, working in Senior Management roles within the Construction Industry, I decided to follow my natural flair and creativity and become a business owner.
Well, I ended up owning two businesses actually, and both did pretty well. But, before you stroke my ego and throw any applause my way, I should say that I actually hated running these businesses.
The success of these ventures was only due to the fact that I was able to create an outstanding customer experience; the rest of it... well let's just say it wasn't my good side.
So, to cut a short story even shorter, I decided to focus on the stuff that I am very good at. Which is creating great customer experiences and making an impact that turns customers into loyal fans.
I'm honest in my capabilities and I have created an honest service within The Customer Impact Agency.
We cut the crap, have fun with the process, and give you the results you want to see.
THE CUSTOMER IMPACT METHOD
STEP 1: EXPERIENCE
Before starting any work and suggesting any plans, surveys and other such time sapping activity, we want to fully experience what you currently offer within your business.
This means, we will be going into your business, acting as a customer, and really getting an understanding of where you are currently at with regards to service, atmosphere, standards... everything!
No red carpet treatment here... we believe all relationships should be built on complete honesty.
STEP 2: CONNECT
During this time we will be forming a connection with you, the business owner, your staff and, of course, your customers.
We will be using this step to establish a strong sense of anything that makes you different (in a good way) and also anything which might seem confusing or conflicting.
We will be interviewing and building rapport with your customers to learn exactly what type of people you attract and are most suitable for.
The results will be collated and it'll be time to start the creative bit.
STEP 3: STRATEGY
Step 3 is the strategy plan and will comprise a compilation of everything learned so far (from you, the business owner, your staff, the current experience and your customers) with a clear and detailed strategy of how to improve your customer experience even further.
The strategy plan will be inline with your vision and aims and provide suggestions and solutions to any known and found pain points via our gap analysis.
STEP 4: DESIGN
With the previous steps complete, you will have everything you need to go ahead and action the changes for rapid improvement and market dominance. The vast majority of our clients, however, request that we provide the design work for them.
Our design work would result in a complete system of operation that includes CRM solutions, staff training modules, promotion and implementation systems of customer impact work and more.
You will be left with a step-by-step process which can be handed to your team and implemented in your own allocated timeframe.
STEP 5: IMPLEMENT
Step 5 is the fun bit and, as the above title suggests... the plan is implemented as we do the work for for you!
This is optional, typically only requested by our larger clients, and would see us working to an agreed programme and as part of your team.
You will find this by far the fastest and easiest option with the added benefit of having our continual input and flexibility in implementation.
On project completion, it's time to get together and celebrate!