CEX- TRAINING AND COACHING

CEX in a corporation is a journey into creating a world-class customer and employee experience.

With my long career in the top hospitality hotel company to provide world-class customer experience, my mission is to help a corporation to raise the bar and set the standard in service that consistently exceeds customer expectations.

I will not just tell others how to do it. My strongest attributes may not only be that I have the experience of working with substantial companies, but knows how to translate those processes to fit small business models as well. My strength is to redefine customer service incorporates to create unforgettable customer experience every day. In my passionate presentations, I use powerful kinesthetic technic as I discuss CEX, the journey on the customer and employee, and explain how to improve the service aptitude of employees at all levels.

Of all the things that we can make or break your business, the most critical is an experience. Great experiences inspire customers and employees to advocate for you, while bad ones do the opposite. So many companies fail because they don’t think this essential factor is essential to the bottom line. In this workshop, we break down into its core competent-success, ease, and connection and shows you get the most out of each one. They contain long-term strategies, as well as immediate action items.

About CEX program

Why CEX?

The signature CEX (Customer/Employee experience) program, which takes you on a journey into elevating the authentic human experience in every contact.

Are you struggling to keep your best talent from quitting? Do your employees feel frustrated and not empowered to do their best work? Do your customers often voice their dissatisfaction? Our programs are ideal for creating; we’re all in this together” mentality.

If you prepare to create a sustainable culture of “You wouldn’t believe” and realize its ROI for your business, we’d love to partner with you to make it happen.

We offer the services to lead the company to become more customer- and employee-centered is by covering these areas:

  • Increasing the understanding of customers among all employees
  • Expanding the knowledge of employees among company leaders
  • Driving deliberate, disciplined design and delivery of experiences to customers and employees
  • Creating connections between CX and EX, and advocating for the integration they require, whether technical or otherwise
  • Championing customers’ and employees’ perspectives in the company’s strategic decision-making
  • Measuring the impact of CX on employees, the impact of EX on customers, and the impact of both on the company’s KPIs

CEX is about ‘creative solutions,’ co-creating, and ‘establishing goals with measurable outcomes’ and being aware of the ‘different stakeholders’ parts in systems.It brings in accountability measures and who or what can support the participants around accountability. It also ignites the exploration of connection and identification of what results will look and feel.

CEX is a framework that supports change and transformation.

Customers! It’s easy to look at the numbers.
But a corporation, we have to remember that there are people behind all that data. Some people are looking to receive services, advice, and care. In this dog-eat-dog world, these are the people who are looking for someone who they can trust and who they know has their best interests in mind.

These are the people if you connect with them in the right way, who will become superfans. CEX program is all about executing strategies. It will guide you to take a person from each level to the next, from casual to connected to the top of the pyramid superfan. Active customers may “like” an Instagram post, and customers may buy a product, but superfans will be your biggest supporters. They will promote you and your products because they know you have made a difference in their lives. They will tell their friends. They will send you encouraging emails. Your superfans are out there waiting for you to connect with them.

You don’t need to change the entire world to build a successful business; you need to change someone’s world. People don’t become superfans the moment they find you. They become superfans because of the magical moments you create for them over time.

CUSTOMER /

EMPLOYEE

EXPERIENCE

CEX Pyramid Chart

CEX The Hospitality Mentality

Converting casual customers to active customers

This course is a program to share my “secret sauce” to creating a fantastic guest experience during my long experience in luxury hospitality and my love of traveling around the world. I will share how those ideas can translate to the broader customer service world regardless of size and type of operations.
During a one day course, participants will take away with the followings :
  • Why hospitality mentality is essential to any business
  • Focus on customer service, and the money will follow.
  • The first step to creating an extraordinary experience is raising your brand standards. Define the criteria for your business and focus on improving your operations to meet and exceed your customers’ expectations.
  • Ask yourself what you can do to make your customers feel special and elevate the experience they have with you. Note: The answer doesn’t have to be expensive or time-consuming to be effective.
  • Find ways to personalize your customers’ experience. Customization can go a long way toward satisfaction and amazement.
  • Providing excellent customer service can be some of your most powerful marketing.
  • Invest in your team members; make them feel important and like they’re part of the process. When building your team, find people who genuinely care and are willing to go above and beyond. It is essential to understand how you make your team feel and how they feel about their job is vast.
  • Create a CEX Strategy with the core values and by knowing your customer personas.

  • Reviews are hugely important for any and every business. Create a great experience first and foremost, but don’t expect that to be enough to encourage customers to write good reviews.

CEX-10X – turning active customers to be in connected community

Next, we will cover the essential changes every player must embrace and how to revolutionize customer service experience, together with unleashing the player-ship within you. The highlight of the day is to create CEX-Lab. We are putting together what participants learn into the process and deep into the subconscious mind. Participants will focus on identifying, developing, and testing new CEX ideas with six-core standards. We will make CEX values highly visible, infusing every customer interaction with the “We Are All In This Together” mentality.

CEX 10X – driving the connected community to become superfan

To get ahead of the crowd, you need this training to help you scale up to stand apart from your competitors and create the winning team.

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