People will forget what you said. People will forget what you did. But people will never forget how you made them feel.

We help businesses create experiences that make their employees and customers feel great. It’s good for business.

Tel: 07896561001
sandra@exceedallexpectations.com

WHO.


Hello.  I’m Sandra Thompson, the founder of Exceed all Expectations.

Exceed all Expectations help businesses grow by giving them the support they need to create great experiences that feel good.  We guide them to see why they do well and where there are opportunities to improve.  We encourage business leaders to change the status quo so that they deliver experiences customers will feel happy about and to stop doing things that frustrate and annoy their customers and their own people.

We help businesses to exceed the expectations of their customers.

We’ve all worked in either business development, customer experience and marketing roles so we know what it’s like to affect change.  We’ve worked in commercial and not-for-profit sectors and our curiosity about people and their behaviour means we’re often off somewhere learning something new that could be of interest to you.

We look forward to hearing from you.

WHAT WE DO.

CX DIY

CX DIY.

We're consultants but we realise that some clients want to learn how to 'do customer experience (cx)' for themselves. We think that this is an effective way to achieve culture change - so we train some of our clients so that they can train their colleagues. We also teach students all about customer experience and marketing at a number of reputable colleges and universities.
SERVICE DESIGN

SERVICE DESIGN.

Exceptional service does not happen by accident. We work with clients to help them design experiences customers love. We consider what customers want because different groups of people expect different things. We work out how the operation can deliver the ideal experience your target customers want and we train people to ensure that the experience is perfectly delivered and warmly remembered every time.
JOURNEY MAPPING

JOURNEY MAPPING.

When people talk about Customer Experience, they often think of Journey Mapping - it's one of the most compelling parts of any customer experience project. When we run journey mapping sessions we involve people from across the business and their customers. We plot the journeys from the moment the customer needs something you offer (the brand awareness bit) through to the time when they are recommending to others or considering another purchase. These sessions bring people together and they help everyone to understand why change is needed.
BUSINESS STRATEGY

BUSINESS STRATEGY.

Customer Experience is a strategic business approach businesses are increasingly taking to differentiate themselves from the competition. Anyone can copy tangible things but few businesses succeed when attempting to replicate the feeling a customer has when they use your brand. We work with senior leaders to deliver the vision, mission, principles and implementation road maps associated with strategy development. We work with management teams across the business to help them adopt the new positioning and we have designed and developed (and sometimes delivered) internal communications activity to help deliver change.
EMPLOYEE ENGAGEMENT

EMPLOYEE ENGAGEMENT.

The term 'people buy people' has never been more relevant. Having an engaged team of people deliver the best designed customer experience is the ideal scenario for any business. Engaged people care more, they go that extra mile, they consider the customer first and their positivity and 'can-do' attitude shines through. We help businesses to engage their people better through behavioural work and internal communications. We love it!
VOICE OF THE CUSTOMER

VOICE OF THE CUSTOMER.

You could call this your 'listening post' and your key to helping your customers feel fantastic more often. VoC helps businesses understand how their customers feel about them every minute of every day. We work with businesses to design the most relevant and sustainable VoC approach. We also work with suppliers to find the best solution. We've helped clients design their project definition, RFPs, make a vendor selection, write contracts and pilot stages. We could help you too.
CULTURE CHANGE

CULTURE CHANGE.

Some people say that one can never change the culture of a business. We say it's possible. We've seen it happen - but we recognise that it takes time. When a business has focused on what it does and what it makes since its inception it's hardly surprising that its people struggle to instantly adopt a new customer focused way of doing things when a project expects them to switch. For the business to alter its DNA it has to recognise what it is now, understand what it needs to be and carefully plan how it achieves this new way of being. Culture change needs brilliant communication, stakeholder management, emotional intelligence and leadership....and time.

CLIENTS.

  • vodafone_square

  • aldermore_new

  • arsenal_square

  • openuniversity_square

  • trekking_square

  • networkrail_square

  • boc_square

  • Bertelsmann_square

  • arsenal_square

  • H20_square

  • citylightsquare

  • pearson_square

  • CIM_square

  • Vodafone

    Journey mapping, service design & a CX community.

    Together with key European countries and a group of customers we mapped and developed optimised journeys for billing and cost control and complaints handling customer experiences.  Working with their Partner Markets team, we created a Customer Experience (CX) community – a group of CX managers who could learn from one another through sharing best practice and from out of sector service excellence examples.

  • Aldermore

    Business Transformation.

    “Faced with new entrants to the market Aldermore chose to focus on its customer more intently than ever.  We took Aldermore on a transformation journey from strategy design through to testing new customer generated ideas.  We’re talking governance, journeys, personas, research, a VoC programme and business planning.  We’re proud of what they have achieved.”

  • Arsenal FC

    Mystery shopping, journey design and customer research.

    “Arsenal commissioned us to review a couple of their high end products. We approached this as a mystery shopping exercise, reported our findings and made recommendations for improvements to sections of the journey we found to be inconsistent with the rest of the experience.  Later that year Arsenal commissioned us to undertake some customer research into the perceptions of customers using new facilities – this involved research objectives, survey design and the administering the questionnaire, analysing the results and presenting final recommendations.”

  • The Open University

    The enhanced student experience = better registration conversions.

    “Working with teams in Milton Keynes, Manchester and London we plotted the journey from awareness to course registration with the objective to increase course conversions from initial enquiry. We incorporated customer insight and market intelligence into new user experiences and service designs.  We redesigned part of the online journey, retrained call centre staff and smashed our targets”

  • Encounters Nepal

    Delivering brand values in all customer contact

    “Mixing business with pleasure! While preparing for an Everest Base Camp summit, members of the team began reviewing all customer contact with Encounters Nepal from order forms to their online presence.  This work continued on their return to the UK and has helped Rishi and his team convert more enquiries.”

  • Network Rail

    Culture change and employee communications.

    “Exceed all Expectations has led three different projects for Network Rail and all have focused on the effective communication of change.  Each project required part of the business to understand what change was happening, how the change would affect them and to support them through this.  Customer Experience (CX) is all about business development and an expectation that the people in your business will behave differently towards their customers (depending on how customer-centred they were to start with) – this is often the last thing businesses think about when they are thinking about their  CX programme, so it has been brilliant to help Network Rail over the years.  

  • BOC

    Influencing key decision makers

    “BOC invited us to speak at their Customer Experience Summit.  Our job was to show what could be achieved with greater investment in a proposed Customer Experience programme. We facilitated an interactive session that both informed and inspired.  This was the first of very many speaking slots.”

  • Bertelsmann

    Providing strategic counsel.

    “Our clients often use us as a sounding board for new ideas and the Bertelsmann Group is one of these. They were contemplating the launch of a new business and sought our counsel.  We have provided an advisory service either project specific or as a retainer to other customers ever since”

  • Perrys

    Customer contact strategy – Optimising customer data

    “Perrys have been selling vehicles since 1908.  It’s a family business and it runs more than 50 dealerships across the UK. It’s got a brilliant reputation but it wants to do better so Exceed all Expectations is working with them to assess all customer contact across the end-to-end journey, coach and mentor project owners to deliver a customer-centred experience for all customers.  

  • H20 Car Valeting

    Business strategy and employee engagement.

    “An SME serving high-end customers in premier shopping outlets, H20 commissioned Exceed all Expectations to help refocus their business on the things that customers truly valued. We assessed their customer experiences and their corporate culture.  We devised a new customer-centred approach to their strategy and mentored members of their management team so that they could achieve their new targets.”

  • City Lit

    Putting the student at the centre of the learning experience.

    “Education is the latest sector to be disrupted and City Lit, armed with a new strategic focus on ‘audience’ have been working with Exceed all Expectations to sieze all of the opportunities this presents. Starting with the creation of some robust customer insight, we’ll also be supporting a rigorous implementation programme.”

  • Person College London

    Lecturer, facilitator and project lead.

    “Sandra has been heavily involved in the development and delivery of learning experiences for Pearson students. Teaching Customer Management, Professional Attitudes and People Management modules class sizes range from 92 to 3 students!””

  • CIM

    Lecturer.

    “Sandra has been leading remote study groups and teaching face to face at Reading University and New Bucks University in High Wycombe.  Topics include Mastering Metrics, Customer Experience, Strategic Marketing and Integrated Marketing Communications.”

IDEAS.

CUSTOMER WISDOM

CONTACT.

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