Your Contact Center is the living, breathing manifestation of your brand. It’s your company’s front porch where you greet every passer-by and ask them to “sit a while”. They say that your employees are far better brand ambassadors than your CEO. And what better brand ambassadors than those who speak with your valued customers all day long?!
Inspired and supportive organizations with engaged, empowered, and purpose-driven contact centers create and deliver experiences that surprise and delight customers. There are two - and only two - possible outcomes from customer interaction. And it doesn’t matter the types of calls you take or the number of calls you take. Each and every interaction will either strengthen your brand or weaken your brand. Each call represents a moment of truth. You are either committed to the customer or you’re not. In a world full of transactions, MMG experts focus on transforming those transactions into interactions, which in turn become emotional connections.
And therein lies the magic.
MMG’s team of former Disney executive experts led the Disney Reservation Centers for over a decade, building a world-class contact center ecosystem. During this time, the Disney Reservation Centers achieved record operating income, while surprising and delighting millions of Guests around the world.
Contact Centers are “where the magic begins”
We believe that everything begins with the customer. They decide whether or not you are delivering on your brand promise. Most companies deliver a customer experience that is aligned with their brand promise. However, over time that experience can become far removed from the promise. The value of MMG’s approach begins with our core strength of assessing your customer experiences and the gap between brand promise and service delivery. We then leverage our Disney DNA to develop a plan that delivers operational excellence and bottom-line financial value. What remains is a culture that values and rewards the consistent delivery of a brand promise that won’t erode over time.
Every interaction with your customer is a moment of truth. Each of those moments, their level of engagement, and their opinion of how you treat them is a major driver of your profitability. Equally, your contact center team plays a significant role in your success. They are your strategic asset. They are the “magic” that fuels the delivery of your brand promise.
No one owns the customer. But someone always “owns the moment”
Moments of truth don’t build the character of your organization. They reveal it. Your customer experience is a collection of a million little things. But most of all, it’s a commitment to training and empowering your employees to own the moment and create magic for your customers – and each other. We help you understand your customer’s needs and create a culture that delivers on your brand promise with every single interaction by applying MMG expertise and tools.
What feeling do you want your customers to have when interacting with your contact center? Using a highly collaborative approach, we assess the experience by evaluating customer touchpoints and conduct ‘voice of the customer” research to gain insights into how your customers actually feel about their contact center experience. We evaluate the roles, processes, procedures, and support mechanisms required to deliver an exceptional customer experience. We will then identify gaps in the customer experience compared to your brand promise and provide prioritized recommendations to help make that experience truly magical.
Inspired and supportive organizations with engaged, empowered, and purpose-driven employees create and deliver experiences that surprise and delight customers. Your contact center is a unique ecosystem where everyone must understand their role in the show. Our assessment helps you understand the current culture and evaluate your sales and service operations. We also evaluate your learning and development, incentives, rewards and recognition program, leadership and coaching approach, and performance management. We then provide recommendations to strengthen employee performance and buy-in for the brand promise and inspire the team to deliver an exceptional experience.
We dig into an important question – “Does information flow quickly and efficiently to your center, and then throughout it so that everyone on the same page?” We Identify the mechanisms and effectiveness of brand promise communication throughout your contact center and evaluate the timeliness and effectiveness of the delivery vehicles. We provide recommendations to adjust the current communication process and add approaches that enhance the buy-in of your employees.
We help you turn transactions into interactions, that create emotional connections. Emotionally-connected customers have a higher intent to re-purchase, are more likely to recommend, are less price-sensitive, and are less likely to shop around. Financial performance flows as an outcome of this simple approach. These results include a stronger brand reputation and loyalty, increased productivity, improved conversion, increased sales volume, lower turnover, and becoming an employer of choice in your labor market.
But it takes culture, consistency, attention to detail, and passion to deliver. Our assessments uncover ways to maximize revenue and achieve operational efficiencies by understanding value drivers, incorporating relevant metrics, and leveraging your valuable customer data (including VOC) to enhance the contact center experience.