WHAT WE DO
What we do
The SEMA4 Customer Experience model delivers bespoke Customer Experience (CX) and Digital Customer Experience (DCX) solutions for the leisure and live entertainment industry.
Working closely with out clients and their customers we undertake a full review of the customer journey from discovery to post-event through a combination of benchmark research, on-site audits and personal interviews. Building a positive customer experience is increasingly regarded as a key element of any customer facing business model. The quality of the journey will determine whether a customer buys your product; whether they return and spend more money; whether they recommend you to others and whether they talk about you positively on social media platforms.
Your brand reputation relies almost exclusively on the judgement of you customers.
How we do it
SEMA4 offers a suite of tools and training specifically developed for the leisure and live entertainment industry.
· Customer Journey Audits through the SEMA4 MOT “Moments of Truth”
· Voice of Customer Analysis
· Customer Journey Mapping
· Employee Engagement
· Education, Training and Culture Change
· Digital Transformation for CX Delivery
When we work with a client our first goal is to discover their CX roadmaps. Using the SEMA4 Customer Experience MOT Audit, we are able to provide an illustration of both the strengths and the weaknesses of the current service and to provide a benchmark for all future customer satisfaction measurement initiatives.
We also listen to the individual customer. Every relationship requires listening, as well as talking. We talk directly to our client’s customers about their dreams, goals, passions, and aspirations enabling us to identify which behaviours will really improve the customer experience in the future.
A key phase of our work centres on customer journey mapping, which we develop through a series of workshops sessions involving staff, and key stakeholders. With these customer journey maps our clients can evolve their businesses from a transactional approach to one that focuses on long term relationships with customers built on respect, consistency and trust.
Finally for each of our clients we develop a bespoke blueprint for CEM implementation and activation and we provide them with a suite of tools for driving and measuring progress.