The best excellent business services rating customer experience concept

Sofia Helen

customer experience consulting

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What is Customer Experience?

Customer Experience refers to the experience your customer has at every stage of brand engagement; from discovery to recommendation.


It focuses on feelings. How do your customers feel when they interact with your brand?


Why is Customer Experience Important?

Every touchpoint is a chance to enhance or negate how a customer feels about your brand.


These touchpoints and experiences are not something that happens by chance or evolves naturally as your company grows.


It is something that must be strategic´╗┐ally designed to create loyalty and advocacy.



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How Does It Work?

Step 1: It Starts With a Deep Dive Into Your Business

Together, we will dig into all aspects of your business, answering questions like: What is your core offering? How is it performing? How is it staffed and supported today? What are you goals? What is your biggest challenge?


Plan
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How Does It Work?

Step 2: Then We Outline Your Customer Journey

We will then outline the key interactions a customer or potential customer has with your business. We will start with how they find out about you to where they might provide a recommendation after they've used the product or service.



How Does It Work?

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PEOPLE

The right people in the

right roles, doing the right things.

Step 3: Your Customer Experience Plan is Developed

Based on all input, SHC will craft a customized plan that provides clear direction on how to execute and deliver the experience through the 3 P's:




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Process

Documented processes

designed for scale.


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product

The right tools implemented to track & measure performance.


Customer

Journey

Sample Work

Here's the output you can expect.


You will be provided with an excel that outlines the end-to-end customer journey.


You will also be provided with a full document that recaps all of the business needs required to execute the journey that we outline.

Customer Experience

Plan

Is Your Business a Good Fit?

YES, IT IS!


If you have a business, you're going to have a customer. You want your customer to have the best experience. Let's define it, together!




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Ways to Work Together







1/2 Day Working Session

Customer Journey Creation


Customer Experience Plan





Plan

CREATION




Full Day Working Session


Customer Journey Creation


Customer Experience Plan

+

Implement Aspects of the Plan for Your Company

Plan CREATIOn + IMplementation





Full Day Working Session

Customer Journey Creation


+

Full Plan Implementation

for Your Company


Plan CREATION + IMplementation + Fractional work

Want to Learn Which Option is Best For You?

Schedule a free consultation and let's chat!


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About Me

I am a results-driven, customer experience leader focused on revenue growth and retention.


With a background in advertising, I learned the importance of crafting a full brand experience and delivering against it from the very start.


Over the past 9+ years, I have worked with B2B advertising technology start-ups to build, grow and scale customer-facing delivery teams.


My notable stats include:

  • Scaled Growth from $15M to $109M across 400 clients
  • Grew Incremental Revenue by 216%
  • Consistently achieved an 80 NPS Score (Net Promoter Score)

*Global NPS benchmark is 32*


Let's work together to architect an amazing experience for your customers!


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About

Sofia Helen

I started Sofia Helen Consulting because I saw the immediate benefit developing a strong customer journey and experience had on a business.


In today's ever-evolving landscape, several needs to deliver a strong customer experience can be managed by a consultant or fractional team member. An expert can be hired to build an aspect that internal team members can later run and manage.


I genuinely love to help others succeed and enjoy diving deep into a business to help it grow.


Sofia Helen is an homage to my namesakes; my Grandmother and Great-Grandmothers, who were all wonderful women.


Let's Work Together

EMAIL: sofia@sofiahelenconsulting.com

SCHEDULE TIME: BOOK NOW

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