My Work

Innovate

To innovate an exceptional customer experience.

My Experience is:
...to think out of the box which comes naturally to me.
...to easily and effectively innovate ideas around business processes, technology, solutions and creative concepts.

Create

To create an exceptional customer experience (Design, Concept, Solution, Experience).

My Experience is:
...to be excited about being creative.
...to see the big picture.
...to coordinate creative concepts with ease.
...to be an exceptional creative artist.

Inspire

To inspire a great customer experience.

My Experience is:
...to be an inspirational person and leader.
...to inspire is one of my deepest passions.
...the ability to connect with people.

Conceptualise

To conceptualise a great customer experience.

My Experience is:
...to be gifted with great imagination & empathy. These gifts allow me to see and connect deeply with people and their emotions as well as my imagination. Doing so allows me to create a very detailed and vivid picture and experience in my mind around the desired conceptual encounter.

Motivate

To motivate customers with great customer experience.

My Experience is:
...to have a deep desire and calling in life to create motivating and uplifting experiences and moments.

The 4 Pillars on which I build a solid Digital Customer Experience

Innovation

When I work on the Digital Customer Experience, innovation plays a key role in terms of creating a unique, effective and memorable experience for each customer or project as well as for each of its' customer experience points. Innovation for me is often as simple as looking at the solution instead of the problem, or changing the perspective of the experience. Usually the smallest detail or "clear sighted " approach is a game changer in itself. I have always found myself to be very innovative, as this is a critical part of growing and surviving in the media and tech business. I can now clearly see that innovation plays a key role in any business and with the smallest detail or change, or a new approach to doing something, it can change an entire customer experience or flow.

Creativity

As a creative artist or creative conceptual thinker, creativity comes easy to me. Creativity plays an all round importance in any business. Every aspect of a customer's experience, from a website to the product in itself is dressed or presented with some creativity or other. I analyse every angle of the creative expression a business has, whether print, digital or in person. In addition, I see opportunities (or more so, missed opportunities) for value added sales and brand or marketing exposure for the business, image or product.

Service

Having started my career in the hospitality industry from the young age of 14, I immediately recognised the success and value that service plays. Having studied in the field of Hotel Marketing, working in various sales related business ventures and finally building my own businesses over 15 years, I ensure that outstanding service is always at the top of the list. This has been the critical success factor in each of my ventures. When working with the Customer Experience Points, I make sure to build in value in terms of adding service to each interaction.

Training

Training, team building & coaching are part of the core service that I offer, ensuring the ideas that have been brought to life keep evolving. I am exceptionally passionate about working with people, specifically motivating and inspiring an experience of self-motivation, or ownership, as I like to refer to it. These core values have allowed me to shift the perception of my employees and have thus been a critical success factor in all of my businesses.

Innovation - Creativity - Service

Specialising in & exceptionally passionate about the all round digital customer experience, I analyse and report on each business touch point and digital customer experience interaction points within a business or organisation.

These touch points, or as I like to refer to them - Digital Customer Experience Points, are critical engagement points at which the customer builds a brand / image perception of the business.

These Digital Touch Points are critical success factors when it comes to optimising and driving sales or marketing initiatives within an organisation.

When optimised, these experience points will increase overall customer satisfaction and lead to brand / business loyalty, repeat business, increased sales as well as overall business success flow.

As it is said - "Perfection lies in the detail."
The digital customer experience varies from one business to the next, and it is often in the smallest detail or experience that a real difference is made.

Customer Experience Points can be encountered in many forms.

Typical Digital Customer Experience Points:

• • Website
• • Social Media Channels
• • 3rd Party Brand / Microsites - exposure (yellow Pages, my.na, Bookings.com)
• • Advertising -digital, radio, TV, Digital Signage etc
• • Physical Reception points (Signage Screens, Welcome Screens)
• • Presentations ( powerpoint, PDF, Video )
• • Email (Email Template, mass mails, auto responders, ratings)
• • Mobile App
• • 3rd party Mobile App

An experience is typically perceived by the senses.

Sight, Sound, Smell, Touch, Feel. I focus on each one of these senses individually to optimise the best possible experience for your customer.

After observing and analysing these customer experience points myself, I put together a detailed report highlighting my impressions and rate all of these points on a scale from 1-10.

Within the report I focus on constructive criticism, value added suggestions and alternatives where needed.

My extensive Experience within the hospitality trade allows me to understand and focus on service, whereas my role as CEO and founder of Intouch allow me to focus on innovation, creativity, media, technology and business as a focal point when analysing the customer experience points.