Service Experience Design
Transform the way the business interacts with its customers. Establish intentional service touchpoints with opportunities to emotionally connect, deliver value and strengthen the brand connection with customers.
You need Service Experience Design if…
Customer feedback indicates a pattern of losing customers or that your customers are dissatisfied due to poor service quality, inefficiency or disconnect between customer expectations and service delivery.
Rebranding, acquisition or major business transformation cause disruption in existing service and needs alignment with new strategy.
Targeting new customers and/or entering new markets could require that you tailor the service to meet the new audience needs.
Acquisitions or expansions require service experience alignment across facilities to assure consistent service experiences across various facilities.
Pressure from the increasing competitive markets are moving businesses to provide superior service in order differentiate from the competition.
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Identify critical touchpoints of the customer journey involving customer emotions, expectation and experiences and build intentional service experiences worth talking about. Build brand loyalty through empathetic and customer-focused interactions.
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Develop a personalized experience designed for customer preferences and expectations.
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Create innovative service delivery methods to enhance convenience and efficiency, emotionally connect customers, creating memorable experiences, and potentially integrate the latest technology to streamline the service experience.
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Drive service experience change starting with a vision and learning to empower employees through self-discovery, critical thinking and deep empathy for customers.
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Guide the organization through the change process and implement effective change management practices to scale and deepen cultural values.
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Develop mechanisms, systems and traditions to sustain the adoption of new culture in the long term - integration in systems and processes such as interviewing, onboarding, recognition, etc.
Benefits of intentional service touchpoints:
Enhanced customer satisfaction
Increased customer loyalty
Word of Mouth Marketing
Competitive advantage
Boosted revenue
Customer loyalty
Amy Dinsmore, Director of Labor Relations at Providence
Cheri and I worked together to collaborate on System level initiatives. Specifically, taking multiple variations across the enterprise and creating an aligned approach to onboarding new hires and creating a sense of belonging - all during a pandemic. Cheri played a critical role in bringing diverse groups together with clear intentions and achievable goals. Not only did she lead this difficult work, she herself immersed herself in the work to better understand and relate the product to the actual end user. Rarely do you see someone at her level, take the time to feel, hear, and see, what the customer (in this case, the caregiver) experiences to better address the gaps and create a truly meaningful impact.
Her unique qualities are rare in nature. I see Cheri as a business translator. She can identify and accurately speak to the needs of the end user, translate that up within the organization while also having exceptional executive presence to understand the needs of the organization. Having the ability to speak both "languages" affords her the ability to create meaningful ways to meet the needs of all.
She is highly skilled in building meaning relationships, understanding the unique needs of both the frontline and the operators, and designing and implementing thoughtful programs in a way that are simple to understand and relatable to many.
Thank you Cheri for being a professional that I myself have learned and grown from. Your mission-inspired approach, combined with your genuine authenticity, is something you should be so proud of!
Dawn Chaisson, Principal Consultant, Human Resources at Providence
“Cheri is an amazing business partner. I was honored to work with Cheri on the redesign of our new caregiver orientation experience. Her leadership, human-centered approach and uncanny ability to connect seemingly different ideas into creative, outside-of-the-box solutions was just what our organization needed. She worked tirelessly to partner with an overwhelming number of stakeholders and the results were incredible. I appreciate Cheri’s creativity, leadership and talents - and highly recommend her!”
Matt Volta, Director of Leadership Formation at Providence