P31 Experience has been purpose built as a Customer Experience and Service hub that constantly adjusts and conforms itself to the needs of customers. We believe that customers run the economy of any value delivering business and as such, CX has to be the most strategically useful business function, especially with today’s new breed of high demanding customers. We advice on strategy for your CX and Service and other solutions to make sure your organization delivers an expectational experience and service to your customers.

We empower businesses to lead in a transformative, unique and exceptional way.

We Enlighten

We expand the minds of our clients by walking them through behaviors and patterns that drive customer experience and dig out underlying issues that have created barriers to achieving excellence.

We Empower

An empowered workforce creates a better and functioning workplace culture. We pave the way for our clients businesses and its employees in a way that instills greater trust in leadership, creativity, ownership which overall improves retention.

We Equip

All these can not be accomplished without having the right tools, processes and incentives. We step in by ensuring our clients have all its unique needs to provide a seamless customer experience.

Services

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Customer Experience Audit

Let’s check out what is working and what is not.

We analyse and compare your performance from the perspectives of your customers and employees, uncovering gaps, challenges, and pain spots. The Audit gives you a precise action plan for delivering CX excellence.

About CX Audit

Let’s check out what is working and what is not.

We analyse and compare your performance from the perspectives of your customers and employees, uncovering gaps, challenges, and pain spots. The Audit gives you a precise action plan for delivering CX excellence.

Outcomes

Audits will help you improve your customer experience delivery and improve your CX rating. The CX Audit will give your business a better understanding of  customer needs and all aspects of your customer experience will be seen in a holistic and impartial way.

The CX audit includes;

  • Key insights and themes
  • Issues and gaps
  • Process management and change
  • Mystery Shopping
  • Benchmarking comparisons
  • Summary findings
  • Recommended actions and next steps

Our Empower me Training

Invest in your employees, invest in your business.

Every organization is required to train and upskill its employees as often as required. Our training and education style is solely tailored to the needs of our clients. We run a short action planning session with your team to pinpoint gaps and areas of concern. Our needs analysis test also enables us to identify areas for training.

About Our Empower me Training

Invest in your employees, invest in your business.

Every organization is required to train and upskill its employees as often as required. Our training and education style is solely tailored to the needs of our clients. We run a short action planning session with your team to pinpoint gaps and areas of concern. Our needs analysis test also enables us to identify areas for training.

Outcomes

Introductions on customer service and basic training through customer service orientation, understanding customers, etiquette and soft skills, creating customer personas, communication skills, up and cross selling and many more.

Empower me Training includes

  • Empowered and knowledgeable employees
  • Improved employee engagement
  • Improves productivity
  • Enhanced Customer Experience
  • Customer retention
  • Reduced employee turnover

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Market Research

Nothing really makes sense to us without research.

Thinking of starting a customer focused business? Or are you already in the game but need more information about your competitors or industry at large? We help Business to Customer (B2C) businesses carry out market research activities depending on their needs in areas of understanding the customer types, new market penetration, market expansion, and service upgrades and many more.

About PX Market Research

Nothing really makes sense to us without research.

Thinking of starting a customer focused business? Or are you already in the game but need more information about your competitors or industry at large? We help Business to Customer (B2C) businesses carry out market research activities depending on their needs in areas of understanding the customer types, new market penetration, market expansion, and service upgrades and many more.

Outcomes

We understand how critical it is for you and your organization to gain your desired competitive insights as quickly and accurately as possible. Our projects are custom-tailored to our clients' specific needs.

You are equipped with reliable intelligence that propels action by monitoring customer’s behavior across  the industry, competitors and understanding customer trends and values.

What it includes

  • Competitive Analysis
    • customer satisfaction
    • customer retention and loyalty
    • product and service survey
  • Consumer insight
  • Customer segmentation
  • Product development research
  • Pricing comparison research
  • Mystery Shopping

DigiCX

Think CX think Digital

Let’s explore areas where digital transformation can have a big impact on your company’s CX.  When we build a technology solution for you, our goal is to create end-to-end services that foster great experiences for you to achieve excellence.

About DigiCX

Think CX think Digital

Let’s explore areas where digital transformation can have a big impact on your company's CX.  When we build a technology solution for you, our goal is to create end-to-end services that foster great experiences for you to achieve excellence.

We prioritize technology and pay attention to all possible digital touch points you share with customers at all times or all platforms.

Possible Outcomes

  • Optimizes customer Journey
  • Created an agile and flexible ecosystem for your business
  • Optimizes customer experience
  • Seamless multi-channel experience
  • Give business a competitive advantage

Our detailed audit and recommendations direct you to the right technological solutions.

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Customer Journey Mapping

A walk in the customer’s shoes brings a whole new perspective

One of the most important tools in CX is customer journey mapping because you have to walk in your customers’ shoes to understand what they go through and see their business from the customer’s perspective and when they’re interacting with your organisation.

About Customer Journey Mapping

A walk in the customer's shoes brings a whole new perspective

One of the most important tools in CX is customer journey mapping because you have to walk in your customers’ shoes to understand what they go through and see their business from the customer's perspective and when they’re interacting with your organization.

Outcome

A visual mapped out story of your customers' interactions with your brand, hitting all customer touch points from the initial engagement to the final checkpoint.

What it includes

We will guide and support you through the whole customer journey mapping process, working with you to understand key touchpoints, pain points, gaps and improvements.

Workshops

The Customer-Focus  Workshop

Our workshops are designed and tailored based on the needs of customer-centric organizations around the world. The workshop is perfect for large team bonding, retreats, stakeholders training and yearly or quarterly review sessions.

About PX Workshops

The Customer-Focus  Workshop

Our workshops are designed and tailored based on the needs of customer-centric organizations around the world. The workshop is perfect for large team bonding, retreats, stakeholders training and yearly or quarterly review sessions.

The workshop includes a series of hands-on exercises to prioritize your segments, map out the customer journey, identify and rate touchpoints, pain points, and emotional motivators, and look at the underlying processes, systems, and dependencies that support the customer journey.

Outcome

Across a variety of topics, they are enjoyable, goal-oriented, and highly interactive, while engaging and educating teams we make sure the workshops  deliver immediate, actionable skills and insights for team members and your organization.

You and your team move forward to implement the results and following the workshop, we provide you with a detailed document that contains all of the actions, your assessment results and a roadmap to help you implement the actions

What is included

  • Steps to improve your customer’s experience end-to-end
  • Understanding  customer experience personas and learn how to create them
  • Understand how to gather perceptions of the customer experience (including touchpoints, emotions, pain points), define the systems that support it, and use them to inform map creation
  • Customer journey current process
  • Process change and management
  • You end up with a list of immediate opportunities as well as long-term ideas

CX Advisory

Having been exposed to expectational customer service, the  modern customer expectation has now been heightened.

With our wealth of knowledge and experience in the hospitality industry, we help businesses find areas where they can retain their customers by improving their customer service policies, actions and activities.

About CX Advisory

Having been exposed to expectational customer service, the  modern customer expectation has now been heightened.

With our wealth of knowledge and experience in the hospitality industry, we help businesses find areas where they can retain their customers by improving their customer service policies, actions and activities. Our drive is fueled by our passion in engaging businesses to upscale their customer service delivery and to help improve their customer loyalty and increase profitability. Speak to a consultant today.

Training Approach

A well-trained workforce is vital to the success of any company. Companies with well trained employees can add value in new ways and stay in sync with the company’s vision and mission. Lack of training leads to disengaged employees who either fall below their capabilities or leave the company lagging. 

We provide training that can elevate performance across the board, from business owners to management and employees. We offer training in a variety of areas including customer service, communication, understanding customers, troubleshooting and overall- management training. The training is customized towards the company’s customer needs, company/ product goals and vision.

The ultimate success occurs when employees are aligned with the company’s objectives; this is possible when employees have trained appropriately.

‘’Invest in your company’s future by investing in your employees today.’’

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