(Source www.prnewswire.com)
Transitioning from customer service to customer experience focus is complex.
It entails shifting from resolving individual interactions to holistically enhancing the entire journey. This demands reshaping processes, technology, and culture.
Achieving consistency, predicting needs, and embedding a customer-centric ethos poses challenges in both mindset and operations, making it more complex when you already have a day job.
We help the whole organisation understand the importance of Customer Experience and help you transform to seeing customer experience as a philosophy, not a department. And then understand what are the moments of truth in your customer experience and how to handle them.
By better understanding your customer’s needs, we serve as your guide to deliver the most comprehensive customer strategy you’ve ever had.
And in the end, you’ll know exactly what your customers want and what prioritised steps you need to take within your Council to achieve your goals.
Our Local Government Clients:
Proto were really great at engaging with all different stakeholders throughout this process – from getting our operational staff on board to educating executives on why we were going through this process and how it would look.
I expected a long drawn out process working with you and the turnaround time was was brilliant. Absolutely brilliant. My expectations were exceeded in terms of how quickly we got through the process, without sacrificing anything.
I would highly recommend Proto Partners as they have an in-depth knowledge on how to improve customer experience and work very closely with internal teams to deliver a really positive result not only for customers but also for the teams.
Find out what’s most important to your customers with research that clarifies, not confuses.
Create a strategy that ensures every experience is driven by excellence to create a positive customer experience.
Deliver improvements through a team of people who share a set of attitudes, values, mindsets and behaviours that put the customer at the heart.
The process is simple to get started.
No pressure. We’ll just see if your needs align with how we help.
We meet you where you are to craft a plan unique to your Council.
Create a customer-centric roadmap through improved culture, empowered workforce and firm focus on customers’ needs.
Before entering into contract, we run risk-free planning sessions with Councils to ensure we understand exactly what problems they are trying to solve and that we are the right people to solve them.
Here's how we can help.
Build upon your excellent customer service with a detailed CX Strategy
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Map your key services and uncover pain points and opportunities for improvement
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Involve all your staff in creating a customer-centric culture
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Improve your Services by adding a customer lens to Service Delivery Reviews
Learn moreClick on the button below and we will send you our step by Step Guide to build your own Customer Experience Strategy.
A successful customer experience strategy starts with an aspiration centred on what matters to customers and empowering frontline workers to deliver against those service experiences and feel good doing it.
Our 5 Practices show you how.
Access your Customer Experience Strategy guide
As Proto CEO, Damian is responsible for working with our Local Government clients and helping them develop and implement their Customer Experience Strategy. He has a wealth of local, state and Federal Government experience having led projects for Camden, Campbelltown, Albury and Lane Cove Councils. Over the past 14 years, he has led over 200+ projects and brings that experience and insight to each Local Government engagement.
