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Customer Experience and Service

Customer service represents the heart of a brand in the
hearts of its customers.

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"A customer is the most important visitor or guest on our premises.

He/she is not dependant on us, we are dependant on them.

He/she is not an interruption of our work; they are the purpose of it.

We are not doing them a favour by serving them; they are doing us a favour by by giving us an opportunity to do so."

- Mahatma Gandhi

Today’s leading organisation know exactly what their customers’ experience should be. This same experience should be delivered for each one of your customers’ interactions with the business. Your organisation’s ability to deliver world class customer service will increase the customer’s spend and their loyalty.

To be remarkable, your delivery of customer service must recognise and respond to the needs and desires of your customers. Delivering remarkable customer service starts at home with the employees delivering it.


How can I get my customers to remain loyal, stay longer, spend more and enjoy shopping with us?

Every colleague is potentially a point of interaction with a customer. They should all be aware of how the organisation wants customers to be treated. Each point of contact must provide the same level of service, be it a visit to your premises, a telephone call or simply asking a member of staff for directions.

Are you polite and professional, friendly and courteous? Do your employees provide the same level of service in a face-to-face meeting as they do on the phone? Are they ambassadors for the business?

Three ladies looking inside a shopping bag

Remarkable service is just that, something that deserves to be remarked upon. Was the customer's product delivered sooner than expected? Were they able to specify a specific delivery slot? Every element of your service will be remarked upon and happy customers will keep coming back for more. They’ll even recommend your services to others.

Your employees must want to buy into this vision. They must want to believe it and also deliver the same levels of courtesy to each other. By inculcating the desired service, focused vision, values, attitude and behaviour across the business, your staff willingly act as customer service ambassadors, representing the values of your business.

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MPI, across various businesses, have consistently focussed on understanding the people issues, created a programme to correct and improve the culture, then instigate a monitoring system to ensure successful implementation. MPI are competent, professional, focussed and working with them is a real pleasure. Adrian Wright, Managing Director Bluewater
CEO Moss Bros Plc
CEO Speciality Retail Group Plc

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The MPI Approach

  • MPI will engage and collaborate with your entire business to define and agree exactly what experience your customers should have and the critical steps on their journey.
  • All of the interaction points on the customer journey are then reviewed against the desired customer experience.
  • We’ll process map the desired experience against the actual one and compare that with the steps in the customer journey.
  • MPI will then design the programme required to deliver your customers’ experience through your people and resources.
  • Right from the start, MPI will help measure the implementation against your objectives, ensuring the desired levels of experience are upheld.
  • Finally, MPI will work with you to ensure the experience is consistently implemented across the organisation to achieve the maximum reputational impact and return.
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+44(0)1332 638 617