Lonaley Service Solutions
Lonaley Service Solutions are a customer experience measurement and solutions provider with a comprehensive focus on performance management, customer intelligence and research. For over three years we have developed partnerships with our clients in open and collaborative ways and react with flexibility to their changing needs.
LSS stands out from other customer service consulting firms through our innovative programs which incorporate a look at all customer touch points.
We deliver the actionable analysis and information when and how our clients need it in order to make strategic business decisions that will keep and grow customers as well as attract new ones.
As a customer service consulting firm, we are committed to providing our clients with intellectual, resourceful answers to give them the competitive edge necessary to contend in today’s fast moving markets.
We come to you our clients with qualified skilled people in a consultative approach and cutting edge technologies to deliver a unique distinctive package and relevant services.
Working with clients we have demonstrated time and again that our techniques measurably improve customer’s experience and positively impact retention and loyalty. Our approach delivers real improvements for our clients in terms of commercial metrics such as sales conversion, operating costs and staff attrition.
What is our Mission?
Our mission is to create consistently exceptional customer experiences by building upon and delivering your service culture via trained and committed team members
What is our Vision?
To be the most trusted customer experience measurement and solutions provider in Kenya and East Africa.
What are our Core values
• Integrity: We put high importance on personal & corporate integrity
• Excellency: We have a culture of continuously striving for excellence and for the best in everything that we do.
• Professionalism: We strive to being professional in everything that we do
• Passion: Our energy and enthusiasm are contagious. We are inspired to make a lasting impact.
• Collaboration: We work together to achieve collective and individual goals
What are our Objectives
Lonaley Service Solutions aims to
1. Provide quality customer service measurement and research services
2. To deliver actionable analysis and information in order to make strategic business decisions
3. we are committed to providing our clients with intellectual, resourceful answers to give them the competitive edge necessary to contend in today’s fast moving markets
4. Realign your training program to reflect your brand’s goals
5. we specialize in defining both what makes a brand successful now and what opportunities will keep it at the head of the industry in the future
6. Maximize service performance and profitability
7. provide the information necessary for you to measure, manage, and improve the customer’s experience, your team’s performance and your bottom line
OUR COMPANY OPERATIONAL AREAS
How do you ensure that the voice of the customer will be heard at all levels within your organization? How do you maximize your return on your investment in your people, technology, marketing and advertising, products, and your services? The answer – and the challenge – is to incorporate Customer Experience Management Solutions into your company culture.
1. Mystery Shopping
2. Brand Audits
3. Brand Research
4. Customer feedback
5. Performance consulting & Training
1. Mystery Shopping
A POWERFUL RESEARCH TOOL
Service excellence is the strategic differential. Our mission is to create consistently exceptional customer experiences by building upon and delivering your service culture via trained and committed team members. we know that the best measures are simple and easily understood, but achieving a balance between pleasing customers, developing the capabilities of your team, and running operations efficiently is a challenge.
Mystery shopping is a powerful research tool to provide the information necessary for you to measure, manage, and improve the customer’s experience, your team’s performance and your bottom line. Because all parts of your business understand such simple measures as customer feedback, mystery shopping programs will serve to both rally and coordinate your entire organization, focusing your team on designing the right customer experiences and flawless delivering them.
CUSTOMISED STRATEGY
A successful customer experience must align your vision with your customer expectations, and then take it up a notch higher.
LSS customizes mystery shopping programs to measure compliance to your best practices and operational standards. our purpose is not only to create a measurement tool but to infuse that very information into your company culture and in doing so build sustainable success
WHO ARE THE MYSTERY SHOPPERS
Mystery shoppers are your customers and educated to be sensitive to the complete service experience.
They will listen objectively and expertly at every step of the experience and provide the accurate feedback necessary to measure compliance to your best practices, which in turn leads to improved sales and customer loyalty.
2. Brand Audits
HAVE CONFIDENCE IN YOUR SUCCESS
Our customized audits are designed to provide peace of mind. Focus your creative powers on keeping your brand ahead of the curve, all the while knowing that our experts are making certain other aspects of your business are in the line and working as a foundation for your success.
Ensure that your employees are conducting business the way you expect and the way you know will drive results. Brand audits provides you with a chance to understand if your staff is following the company standards, if pricing is consistent at all locations and if product and signage placement are uniform.
Effective Audit Programs
• Ensure that your staff are implementing the correct organizational systems
• Provide you with information on how successfully new processes have been put action
• Measure the effectiveness and achievement of your goals
• Provide data to reduce and eliminate problem areas
• Offer a hands on management tool for achieving continuous improvement in an organization
Quality brand audit programs should not only report non-conformances and corrective actions, but also spotlight areas of excellence and consistency throughout your company. This evaluation in customer service will provide information that can be used across the organization, ensuring all employees are focused on common goals and bottom line results.
AUDITORS EXPERTISE
While maintain attention to detail, auditors are additionally educated about your operational procedures and work efficiently with your brand reps to maximize your teams effectiveness in executing your goals.
During your evaluation in customer service, they know how important it is to earn your management team’s trust and offer support to verify the correctness and reliability of your system’s controls. The brand auditors will:
• Ensure your reps are voicing the message that fits your vision
• Encourage a culture of low error tolerance among employees
• Maximize service performance and profitability
3. Brand research
KNOW YOUR BRAND BETTER
The best decisions are the most informed ones. Today information is readily available than before. At LSS, we believe a brand’s image is only as effective as the message it communicates to its end user. This is why we have spent years accruing expertise in collecting only the most relevant information from all forms of media. Knowledge boosts your ability to innovate, expand and improve. At LSS, we specialize in defining both what makes a brand successful now and what opportunities will keep it at the head of the industry in the future. Rallying around our clients turning insight into achievements-these practices are at the core of what we do.
CREATIVE EXPLORATION
The real portrait of any brand requires a careful hand, an expert’s understanding and a multidimensional approach. Today’s media landscape is more diverse and dynamic than before, and proper market research analysis takes technological know-how and innovative strategies.
Our process begins with:
• Listening-in order to define the scope of the study and framework to execute the necessary research
• Then we prioritize each initiative and analyze the methodology for data collection
• Next we determine the right sampling method-one that yields the results that identify the key drivers of reputation.-the attributes that influence customer perceptions of your company
Discoveries can range from the credibility of your corporate agenda to your brand worth, to your competitive positioning in the markets in which you operate.
Insight alone is not enough. Without action and improvements planning, market research analysis is a job only half done. our mission is to ensure we have explored all challenges highlighted by the research, and then provide creative solutions to strengthen your brand identity.
• Research isn’t just about knowing your own brand, but knowing your brand better; where is your message most successful? what are the brightest opportunities on your horizon? what do your customers expect from you next? At LSS, our researchers probe for the answers that lead to a superior, more useful brand portrait-one that looks in all directions at once.
4. Customer feedback
UNDERSTAND YOUR CUSTOMER
Customer feedback allows your team to understand what drives customer satisfaction, loyalty and ultimate business success. LSS offers customer satisfaction and loyalty solutions to measure and monitor perceptions of all of your customers along with the relationships you have created with them.
No one needs to tell you how important your customers are important to you or how important it is to take care of them. The difficult question is, how. Customer satisfaction, and beyond that customer delight is an ongoing initiative. To attain it requires an energetic and adaptable strategy that emphasizes the customer’s voice.
SURVEYS THAT DELIVER
LSS helps you strategically to listen to your customer. Our custom tailored surveys keep out unwanted data, so that you waste no time understanding and acting upon customer intelligence. We develop our customer satisfaction surveys with the idea in mind that the most honest feedback is the most useful. And because we customize our surveys to each specific client your results will make clear, relevant sense of your customer’s voice keeping your brand a step ahead of your competitors.
LSS has the expertise to deliver more advanced analytics, knowledge that unlocks the value of the customer intelligence you’ve already collected from the surveys, allowing you support and understanding customer satisfaction initiatives.
5. Performance consulting & Training
TRANSFORM TALENT TO EXPERTISE
When it comes to planning a brand’s future success, data analysis can transform raw numbers into valuable assets. At LSS, our consultants employ customer experience training that combines a brands’ past success with implications of our new research; the results of your mystery shops, and customer intelligence collected from your customer satisfaction programs.
Working together with the different levels of your staff members we develop informative programs that integrate seamlessly with existing performance training and we assist in transforming your current talent into expertise.
LSS takes the concept of customer experience measurement and development full circle by offering consultation, coaching and training in areas that are critical to your success.
MAKE THE MOST OF YOUR RESULTS
It is our belief that the energy and resources we spend on our research is only worth the conclusions we draw from it. We have spent years developing analytical strategies that turn potential into performance and customer experience research into definable goals and measurable results.
Together we will discover the Ins and Outs of your most common customer interactions. With consultation and customer experience training expertise, you can:
• Realign your training program to reflect your brand’s goals.
• Design and implement a more meaningful reward and recognition program
Our program consultants will work with you to develop a set of best practices that are honest, lively and precisely bon target with your team’s vision.
Our contacts are:
Postal Address: P. O. Box 12477 – 00200 Nairobi, Kenya.
Telepjhone: 0736 721 205
Website: www.lonaley.com
Email: info@lonaley.com
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