We partner with clients to better understand their operational, customer service and sales goals, before delivering tangible and sustainable results.
Simply said, we help shape sustainable continuous improvement cultures with pace and agility.
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What we affect: Margin, Customer and Employee Retention and Loyalty. We help clients with enhancing productivity to make a more hassle-free customer journey.
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How we do it: We review performance. After that, we map operational, sales, and service processes to close gaps. Specifically, we share behavioral techniques and tools that make it easy for customers and employees.
Further, we design and implement reward schemes to get your team wanting to serve and sell. We help create a structure and culture to ensure accountability and customer experience ownership.
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Marelo serves all management levels as a trusted customer experience and sales advisor. We coach customer-facing team members to unearth their potential. We work closely with leadership teams to aid business and operational transformation.
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In short, we dig into the operational details to ensure smooth, punctual execution or get partners back on track if it is not where it needs to be. We do all this based on the practical experience we gained from doing it ourselves in our own businesses and the businesses we have supported.
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- Customer service and sales process design and workshops
- Upselling, product positioning and ancillary sales
- Commission and incentive schemes
- Benchmark key performance indicators and minimum standards
- Performance gap and SWOT analysis
- Productivity tool development and implementation
- Forecasting, scheduling and planning
- Onboarding technology including requirement gathering, change management and adoption
- Workforce
- Phone system
- Customer relationship
- Chat
- Omnichannel solutions
- Globalisation and expansion
- Design of alternative operating models
- Review of customer experience
- Closing the online and offline gap
- Maximizing human interactions
- Customer journey workshops
- Incident management planning
- Voice of customer program and measures
- Mission, vision and values
- Managing change
- Employee engagement
- Working best with all personality profiles
- Sales and service curriculum planning and content
- Induction and new hire talent onboarding
- Recruiting the best fit
- Manager’s toolkit
- Operational leadership development
- Succession planning framework
- Organisation and architecture design
- Effective communication
- Skills based gap analysis
- Performance management
- Learning and development
- Coaching