The Evergreen Experience Audit

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The Evergreen Experience Audit® is a 5-step process that is designed to help you ensure that your customer experiences are fostering loyalty, rather than discord.

The Problem

There’s never been a company with a mission statement that reads:

“We provide adequate service to our customers, occasionally try to go above and beyond, but mostly just try to clear them out of the store before closing.”

So why is this the type of experience that so many consumers face (and gripe about), day in and day out across almost every business they come into contact with?

It’s easy for companies to say “Our customer is our number one priority!”
It’s easy for companies to say “We provide world-class solutions to our clients problems.”
It’s easy for companies to say “Our empowered team will do everything possible to delight our customers”

But for companies (like people), it’s far easier to make lofty promises than to keep them.

The reality is that no customer is judging you by your mission statement – instead, they’re judging you based on the service that you actually provide.

Similarly, it doesn’t matter what you say to customers in your sales and marketing efforts if the experience isn’t congruent with promised you’ve made. You’ve already lost the customer you just spent time, money, and energy to get.

Why It Happens

The bigger your company gets, the more potential customer touch points there are. There are touch points in sales, marketing messages, front-line staff, and on-site management. And human nature dictates that if somebody has eight positive experiences and one negative one, it’s the negative experience that will color their perception of your company.

You know this is important – it’s why you spend so much time, effort, energy, and money for staff training. You need everybody who can touch a customer or prospect to exemplify your mission and values.

It’s a fragile system though – it’s easy for the actual customer experience, and the “expected experience” of the executive team to be wildly different.

The Solution

Using our proprietary approach, we help our clients succeed by employing The Evergreen Experience Audit which helps to close the gap between what you tell customers they’ll experience and what they actually experience.

More often than not, these are two very different things, and for most companies it creates a ton of lost opportunity. But more importantly, it creates a massive profit improvement opportunity.

We’ll see how your company matches up against the Evergreen Loyalty Philosophy and provide you with the exact steps needed to take to create a more impactful customer experience.

Our Process & Approach

It starts with us having a discussion. We want to hear from you and your team about the customer-centric processes you have in place (if any).

We talk to your staff, to see if there is knowledge or understanding gap between your expectations and their day-to-day activities.

We will talk to current customers, and customers who no longer do business with you, to see how well their experiences match the C-suite expectations.

We will then take a walk in your customer’s shoes, and shop your company ourselves, to see how a random sampling performs against expectation.

Finally, we’ll leave you with a comprehensive report on the gaps that the Audit revealed, and detailed recommendations to close them as quickly as possible.

Instead of being blind-sided like the latest Fortune 500 CEO in your favorite episode of Undercover Boss, we help to ensure the reality of your company lives up to the brand promise all the time.

With the Evergreen Audit, you can ensure that you don’t just talk the talk but also walk the walk. We look at things from the customer’s’ point of view by looking at the entire experience from before, during and long after the initial product or service has been delivered.

Why Have Noah and His Team Do This?

Noah Fleming is an internationally recognized thought leader in the area of customer loyalty and customer experience. He’s helped hundreds of clients to create long-term, sustainable, and highly profitable customer relationships. His clients range from 1M-2BN in annual revenues. Noah is the author of the #1 bestselling book Evergreen: Cultivate the Enduring Customer Loyalty that Keeps Your Business Thriving, and the forthcoming, The Customer Loyalty Loop: The Science Behind Great Experiences and Lasting Impressions

What You’ll Get

You’ll get immediate identification of where every breakdown is happening and a roadmap of the exact steps you can take to immediately address and fix each area of concern.

You’ll be able to improve your organization’s ability to deliver an exceptional customer experience every time.

We’ll identify new opportunities to improve your pre-sale process, the actual experience, and the post-customer follow-up process.

You’ll lose fewer customers, and so have higher profits.

Most important of all, you’ll create a healthier and more productive organization for your employees with your customers being the focus.

How Much Is It?

The Evergreen Experience Audit starts at $17,500.

How Do I Get Started?

We don’t expect you to drop this into the shopping cart and pull out the corporate credit card. The Evergreen Experience Audit starts with a conversation to make sure it’s right for your company. Contact us using the form below or call us at 519-259-8037 to set up an introductory call.

 

The Evergreen Experience Audit™

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