WHAT DO I DO?
I'm Roseann and I help all manner of eating spots and watering holes to give their customers an experience worth talking about.
Customer experience isn’t a new thing, it’s been around forever. It’s exactly what it says on the tin, it’s the experience a customer has. Don’t get it confused with customer service. Customer service is just a one-off interaction, but customer experience is everything; it’s how a customer thinks and feels about an entire business.
Customer experience applies to ANY business dealing with ANY customer, but what I’m interested in is what it means for the food, drink and hospitality industry.
TRAINING & CONSULTANCY
Held in relaxed locations across the country, Honeybourne Line workshops enable you to take a few hours out of your day to really focus on the experience of your customers. Lasting half a day, each workshop gives you the opportunity to see where improvements could be made so that each and every single one of your customers has an experience worth talking about.
CUSTOMER EXPERIENCE AUDITS
Whether you’re removed from the day to day running and just see the figures or whether you’re at the coalface, it can be hard to see the wood for the trees when you’ve got food safety inspections, staff members calling in sick and an order that hasn’t arrived yet to worry about. So, trying to put yourself in the shoes of your customers with all that going on is unlikely to happen, which is where I come in…as a customer – a professional one.
I will carry out an audit of your customer experience. How will I do it? By experiencing all aspects of what you do, with unbiased and fresh eyes. I’ll browse, contact, book, order, enquire, taste, use, pay, leave, come back and more.
What I find – the good, the bad and the ugly – will be given to you in a full report with recommendations.
It’s one thing identifying where you could improve things for customers, it’s another thing knowing how; but neither of those are any use at all unless you’re actually going to take action.
By working with me on a consultancy basis over a period of six months, you can be sure that not only will we be able to identify where improvements can be made, we will work up solutions AND take action.