Delivering Difference’s consultants get right to the heart of your customer experience, working as an extension of your team but with the benefit of an outsider’s perspective. Drawing on our years of experience serving brands like The Walt Disney Company and BVLGARI, we’ll help you turn one-time customers into loyal brand ambassadors and help you gather insightful customer data that can inform business decisions, improving your bottom line. We work with luxury direct-to-consumer (DTC) businesses – specifically retail, hospitality and entertainment brands – to create an exceptional customer experience that’s consistent across different individuals, teams and divisions, wherever in the world they’re based. Widely known as customer service and culture turnaround experts, we can do one, some, or all of the following: - Carry out audits and mystery shops to offer a clearer picture of what needs to be delivered - Create a framework for change, defining new standards and best practices for your brand - Create a unique customer service model that enables your teams to deliver excellence - Communicate new standards and best practices to frontline staff, by creating the ultimate authoritative go-to guide and required tools - Prepare and support launch to get buy-in and understanding from every level, from frontline customer representatives to the executive board - Create training content and materials spanning brand, service frameworks, soft skills (communication), technical skills and product knowledge - Train your customer experience representatives, train the trainers, or indeed, deliver training at any level, in any region and at any volume - Design and deploy a sustainability plan - Manage the deployment of new software