A central pillar of effective reputation management is the ability to get a consistent flow of positive reviews for your business. At Reputation Sensei™, we
Coaching & Training With the
When you read our reviews and testimonials you will see a common trend. Our clients love the coaching and training they receive from our team. From live launches to webinars, monthly coaching calls and best practice emails, our team members are constantly assisting our clients in developing and refining the customer experience they deliver.
Why Customer Experience Needs to Be Top of Mind
We believe that every organization should be predominantly focused on the customer experience that they deliver. Nothing is more important than this, because if you’re not focused on your customer’s experience, someone else will be. And that someone else is your competition. You have one shot at impressing a new customer, so your team had better deliver.
With that in mind, maybe it’s time to invest in equipping your team with the tools they need to enhance your customer experience. Great customer service is no longer good enough. At Reputation Sensei™ we can train your employees on how to deliver an exceptional customer experience that will keep them coming back.
Never before in the history of the world has there been more choice in where to spend your money. Just Google the services that you offer in the area that you serve and you’ll see your competition.
How You Can Deliver a Superior Customer Experience
Attracting and retaining new customers begins with establishing a culture of exceptional customer experience with your current clients.
To establish this culture you must train it into your team – not just once, not twice, but continuously for it to be effective.
At Reputation Sensei, our training through the Sensei Academy uses a variety of methods to ensure we are offering the training that will connect with your employees:
- Monthly webinars
- Coaching calls
- Best practice emails
- Video training
Your Business Needs to Stand Out in the Crowd
With competition comes a challenge: How do you stand out in a crowded field? The answer is to delight your customers every time. Not only will they continue to come back time after time, but they will refer their family and friends to you.
The most successful organizations in the world train their staff in customer experience on an on-going basis.
Consider Chick-fil-A for example. They ingrain exceptional customer experience into the DNA of their employees. This doesn’t happen by sending them to a one-time training event when they begin employment – they receive frequent training from their management team.
How effective is Chick-fil-A’s on-going customer experience training? The average Chick-fil-A location grosses $1.4M annually vs. the average McDonald’s location which grosses $542k annually – even though Chick-fil-A stores are closed on Sundays.
Another example of the benefits of frequent customer experience training comes from one of our favorite books, The Customer Rules by Lee Cockerell. Lee is the former Executive Vice President of Operations for the Walt Disney World® Resort.
One of Lee’s major and lasting legacies was the creation of Disney Great Leader Strategies, which was used to train and develop the 7,000 leaders and 40,000 cast members at Walt Disney World specifically for guest experience. Essentially, Lee’s understanding of customer experience is unmatched.
Some of our favorite rules that Lee shares in his book are:
- Rule #1 – Customer Service Is Not a Department
- Rule #5 – Ask Yourself “What Would Mom Do?”
- Rule #19 – Be a Copycat
- Rule #25 – Treat Every Customer Like a Regular
His book is a roadmap on how to take your customer experience to the next level.
Once your business is delivering an exceptional customer experience, you’ll start receiving amazing reviews about these experiences. And crafting these experiences into stories that can be shared about your business online is also a crucial part of our reputation marketing solution.
Frequently Asked Questions About Reputation Sensei’s Coaching
Customer experience or CX is the most important area a business can focus on to attract and retain customers. Having a strategic plan on how your company executes on CX is critical to sustained growth. This plan should include regular meetings and coaching sessions that focus on customer interactions and experiences.
Sensei Coaching is the training that our company provides to our clients that helps refine an organization’s customer experience (CX). This training involves best practices for communication with customers, collecting feedback from each customer encounter and using feedback to help refine customer experience.
We operate from the Japanese philosophy Kaizen, which means “change for the better” or “continuous improvement.” It is a Japanese business philosophy regarding the processes that continuously improve operations, and it involves all employees. Kaizen sees improvement in productivity as a gradual and methodical process.