Persona & Customer Journey Mapping

The first and most important rule of improving customer experience is to get into the mind of your customer. And this path can range from brand awareness to becoming a faithful advocate.

The HTO Persona and Customer Journey Mapping is a visual representation of this journey. It will help you identify all the areas within your business that your customer interacts with, including their pain points. Thus, making it easier for you to fix any problem your customers may encounter.

CX Coaching

As a business owner, you may wear many hats and serve different roles. And at times, due to being overwhelmed, certain essential aspects of your business may become neglected. And Customer Experience is sometimes ignored to the detriment of the company.

To prevent this, Half Time Orange offers Customer Experience Coaching that looks extensively and holistically at your business. From exploring and investigating your entire approach to your customers and plotting a course for customer-centric transformations to coaching and mentoring you and your team for more effective engagement with customers and teams, we can help you measurably improve your customer experiences and interactions.

HTO is dedicated to guiding you in prioritising better human outcomes for long-term business growth.

Contact us today to get started!

Acquisition & Retention Tuning

Customer acquisition and retention is the primary goal of any company. By optimising these areas, you will benefit from higher earnings.

HTO has designed a customer acquisition and retention tuning program, customised to fit your company’s needs. It proposes the best course of action for enhancing these crucial areas.

Tech Stack Optimization

Technology stacks or tech stacks is the collection of tools and software used to develop and manage your online presence.

1. They can help you handle different aspects of your online business, such as:
2. Customer Service
3. Web Analytics
4. Customer Relationship Management (CRM)
5. Social Media Presence
6. Customer Engagement System
7. Email Marketing

To ensure the smooth running of their businesses, nearly 65% of marketing execs plan to spend more money on marketing tech stacks in the following years.

Unfortunately, numerous professionals are quick to purchase tools at the advice of sale persons without understanding how to fully harness them for better CX.

Instead of attaining higher profits on their monetary investments, taking this approach will result in financial losses.

Existing Tech Stacks

When it comes to your existing tech stack, you should aim to optimise them for significant returns.

HTO offers existing tech stack evaluation to further improve each tool and software.With this service, you will know which tools are profitable and which are unproductive. We help you capitalise on these tools for higher-quality customer service and experience.

New Tech Stacks

Additionally, HTO provides the assessment of new tech stack. We will recognise the best feedback loop and tools to enrich your entire tech stack portfolio. With these options, you will be able to meet both your marketing and customer experience needs.

Voice of Customer

Actively listening to your customer’s feedback and opinions is a reliable approach to improving your products and services and overall customer experience.

It is guaranteed to unlock the following benefits:

• increase upselling and cross-selling success rates by up to 20%
• spend 25% less on customer retention
• 31% boost in customer retention
• 28% hike in employee engagement rates
• 23.6% decrease in customer service costs
• generate a 10x higher year-over-year increase in annual company revenue.

However, despite these perks, many businesses do not understand how to enhance their VOC strategy.

Not only will you not gain these benefits, but you will also see a decline in response rate.

HTO offers the solution to this common problem. To help you achieve the highest potential of your VOC strategy, you will have to utilise well-designed and fully-customisable surveys to suit your business’ voice and brand.

By taking this approach, you will be able to accomplish:

• 344% increase in overall response rate
• 600% spike in verbatim comments
• 325% improvement in average time spent sharing feedback

HTO will also help exercise a VOC strategy to reform AI and data mining. And we will guide you in finding the best VOC tool for your tech stack

Customer-Centric Education Platform

We are firm believers in educating and empowering businesses and enterprises in customer-friendly practices.

Excellent training is the foundation of delivering outstanding service and experience to your valued customers.

Having a well-trained team within your arsenal will allow them to surpass both yours and your customers’ expectations.

Thus, the creation of HTO Educate, one of the most comprehensive and useful online training platform offered to any business wanting to make the most of the explosion in micro-learning.

HTO Educate is a compilation of over dozens of training materials, instructing enterprises on:

• Transforming average customer service to an exceptional one
• Improving customer engagement through phone, chat and email
• How to convert customer problems and complaints into fruitful opportunities
• How to build rapport and a long-lasting customer relationship leading to retention
• How to meet and exceed your customers’ expectations
• Communicating effectively with your customers and team
• Effective conflict management strategies

With HTO Educate, any business or trained professional will quickly learn much-needed skills in customer satisfaction and retention at just a small fraction of the price.

CX Workshops

HTO’s Successful Customer Outcomes (SCOs) For Growth Workshop

During our CX Workshops you will: 

• Expand upon your understanding of your customer.
• Understand what improvements are to be made.
• Calculate which improvements will deliver the best ROXI*
• Establish how best to embed them within your organisation

You’ll be utilising the Successful Customer Outcome method as outlined in the Accredited Customer Experience Specialist course – Rockstar CX.

The SCO method is a proven framework and strategy that increases the amount of understanding you have about your customers and clients, how to improve your experience so that they achieve more of what’s important to them, and how to get it sticking inside of your business. By focusing on the SCO’s your SBO’s will improve and you’ll unlock the supercharging power of customer driven growth.

CX Warrant of Fitness

Customer-centric businesses were 9x likely to conduct a full CX analysis to identify and tackle any problem areas found within their company.

To make this process easier for you, HTO has developed a CX Warrant of Fitness. This extensive 10-minute online tool efficiently analyses your customer experience delivery.

With this useful tool, you can delve into the 7 vital areas for excellent CX delivery. It can also pinpoint the trouble areas so you can improve your overall performance.

• Leadership
• Structure
• CX Strategy
• Customer Understanding
• Customer Listening Path
• Employee Engagement
• Customer-centred Design

CX Maturity Reports

HTO takes the time to evaluate every aspect and personnel, both within and outside your business. We then compile this information into an easy-to-understand report.

This report outlines your business’s current CX situation and a simple road-map, complete with detailed steps on how to attain all your business’ CX goals.