Surveys
Relational Survey
A relationship survey aims to measure the long-term relationship between customers and the organization. The survey typically includes questions about overall satisfaction, likelihood of recommending the brand, and specific aspects of the customer experience. The findings from a relationship survey can help identify areas of improvement, measure customer loyalty, and inform customer retention strategies.
Touchpoint Survey
A touchpoint survey aims to gather feedback on individual touchpoints such as website experience, customer service interactions, or product usage. The purpose of this survey is to identify strengths and weaknesses at each touchpoint, understand customer expectations, and pinpoint areas for improvement. The findings from a touchpoint survey can help optimize individual touchpoints to enhance the overall customer experience.
Church Engagement Survey
The purpose of an engagement survey is to understand the perception towards the church brand, identify areas of improvement, and identify areas of opportunity to meet the unspoken needs and expectation of parishioners. Results from engagement surveys measure the overall satisfaction and loyalty of members and can help to improve member retention and drive growth by enhancing the church experience.
Process Improvement
Focus Group
A focus group involves bringing together a small group of patrons to gather qualitative feedback and insights. The group typically engages in a moderator-led discussion. The purpose of a focus group is to delve deeper into perceptions, attitudes, and opinions, as well as to gain a better understanding of their needs and preferences. The findings from a focus group can provide valuable insights into customer motivations, pain points, and ideas for enhancements.
Journey Map
A journey map is a visual representation of an end-to-end experience with an organization, capturing interactions and emotions at each stage. The purpose of a journey map is to identify key touchpoints, pain points, and opportunities for improvement throughout the journey. By analyzing the journey map, organizations can identify critical moments of truth, understand customer/member sentiments, and design better experiences that meet expectations.
Secret Shopper
A secret shopper visits physical locations, interacts with employees, and assesses various aspects such as service quality, product knowledge, and adherence to company standards. The purpose of a secret shopper is to provide an unbiased evaluation of the customer experience from a customer's perspective. The findings from secret shopper evaluations can help identify gaps in service delivery.
Secret Worshipper
Secret shoppers(worshippers) are people who act as visitors and provide feedback on their experience of interacting with others and processes experienced. The purpose of secret worshippers is to identify areas of improvement throughout the church experience, such as the quality of service provided, visual and sentimental perception, and accessibility. Results from secret worshippers can help to improve the overall experience, increase satisfaction, and drive retention.
Coaching
Customer Experience
CX coaching involves providing training and guidance to employees to improve their customer service skills and enhance the overall customer experience. It focuses on developing the necessary skills and mindset to deliver exceptional customer service. The findings from CX coaching can lead to improved customer satisfaction, increased customer loyalty, and better alignment between employee behaviors and customer expectations.
Church Experience
Church experience coaching involves providing training and guidance to understand the importance of each moment and how it can impact the lives of those attending a church. Our engaging and insightful coach helps church leaders and volunteers create exceptional experiences for their members and visitors. The message is one of gratitude, service, and the importance of making positive, memorable experiences.