Customer Experience Transformation
Turn your lukewarm customers into raving fans and deliver exceptional business results in the process
The Goal
The goal of my Customer Experience Transformation is to help you design the ideal products and services mix, as well as a dynamic pricing strategy, which will maximize customer satisfaction and profitability while positioning your employees to consistently deliver over the top customer experiences. These experiences will be so compelling and extraordinary, clients will be engaging with your company for years to come. They won’t just give you high marks on a customer satisfaction survey, they’ll tell everyone just how great you are. Sounds good, doesn’t it?
“Robert is an inspirational leader who ensures that driving the customer experience, employee satisfaction, and business results are his top priorities”
Chris Lutz
General Manager
Great Wolf Resorts Inc.
Our work together will include:
- Dissecting your entire operation down to the fundamental pieces and rebuilding it from the ground up so that it supports future growth
- Identifying and creating your perfect product and service mix
- Development of a dynamic pricing strategy that can be leveraged in multiple ways based on variables like business needs, demographic shifts, seasonal impacts, etc.
- Positioning all of your products and services to create the greatest amount of interest, demand, and revenue
- Developing strategies to monetize your products and services like never before
- Designing the ideal customer/employee interaction and experience
As a result of this service, you will see:
- An increased intent to try
- An increased length of stay
- An increased likelihood to return
- Significantly improved capture, conversion, and transactional metrics
- Dramatic increases in customer satisfaction scores across the board
What others have to say…
“Robert was instrumental in our Phase 2 implementation for the Puerto De Cartagena des Indias Port Oasis. His broad ranging operations experience made him an essential collaborator on our team of creative, training and design professionals and the strategy he created and personally managed during the pilot produced spectacular results. Robert is absolutely our go-to person for operations planning and design.”
Bob Allen
Founder and Chief Storytelling Officer
IDEAS Orlando
Read A Case Study
Situation:
The Port of Cartagena is in growth mode. This Colombian port is growing rapidly as a cruise ship destination and needed expert advice on how to build an over-the-top passenger experience which could support the exponential growth in cruise passengers expected in the coming years. This facility also includes the Port Oasis EcoPark, a one-of-a-kind experience which provides shopping, dining, entertainment and native wildlife interactions for passengers, but it was not designed to accommodate the kind of growth they are forecasting. It is for these reasons I was asked to provide expert advice on both the merchandising and overall park operations segments of this experience.
Solution:
I developed a 5 part strategy focusing on:
- Overall visibility and accessibility within the park so that passengers could find the venues
- Creating an efficient and easy shopping experience inside the 7,500 square foot store by leveraging a better sales floor layout, improved fixture placement, adding way finding signage and creating impactful visual presentations
- Developing a solid crowd control, point of sale, and queuing plan designed to eliminate hassles and reduce transaction times
- Building and implementing a comprehensive training program to create a one-team mentality among all employees
- Adding incremental carts and kiosks to the common areas of the park to make their products and services more accessible to roaming passengers
Result:
- Record cruise passenger traffic and Port Oasis EcoPark penetration among visitors
- Triple-digit gains in both revenue and per capita spending
- An energized and inspired employee base that delivered extraordinary experiences in all lines of business
- Phenomenal improvement in passenger survey feedback
Are you ready to maximize customer satisfaction and profitability?
Book a call with me and we can talk about what’s best for your company and your customers so that you become #1.
Are you ready to maximize customer satisfaction and profitability?
Book a call with me and we can talk about what’s best for your company and your customers so that you become #1.
