www.citeup.com
THECUSTOMEREXPERIENCECOMPANY
THE CUSTOMER EXPERIENCE COMPANY
COMPANY PROFILE
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Who is cite up?
Cite Up Ltd. is the only Customer Experience Company in the English-speaking Caribbean. With operations in Trinidad & Tobago, Jamaica and Barbados, Cite Up Ltd. is enabling our Clients to create the WOW! Factor for their customers everyday.
Powered by professionals with over 50 years combined experience in Strategic Marketing and Brand Activation, Service Excellence Benchmarking, Training & Development and Retail Execution, we take pride in delivering value to our stakeholders and surpassing client expectations.
Call or email us today for your complimentary consultation.
Phone: 868 652 9084 (Trinidad) 876 978 6119 (Jamaica)Email: [email protected]: www.citeup.com
11-15 Princess Margaret Street,San Fernando.Trinidad,
1c Braemar Avenue,Kingston 5,Jamaica.
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Customers have unlimited information and countless options when considering a purchase.
In today’s rapidly growing consumer market, customer experience is the only differentiating factor between you and your competition, because an experience cannot be easily replicated.
To ensure business continuity, organisations must move beyond providing customer satisfaction and develop new ways of staging experiences for customers at every touch point in the business process.
The nature and quality of the experience enjoyed by your customers is limited only by your ability to fire up a desire for excellence in your people.
Let Cite Up Ltd. take you the whole 9 yards and set you head and shoulders above your competition!
Why is customer experience important?
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Mystery Shopping
Brand Audits
Exit Polls
Focus Groups
Service Excellence Benchmarking
Service Excellence Workshops
Retail Training Sessions
Staff Incentive Programs
Product Knowledge Training
Strategic Branding
Brand Activation
Visual Merchandising
Point-of-Sale Design
Point-of-Sale Themes
DISCOVERY
EMPOWERMENT
EXPRESSION
The WOW! ProcessDISCOVER the emotions that motivate your customers to buy.EMPOWER your people to deliver these experiences consistently. EXPRESS your brand in a way that appeals to your customers’ senses.
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/ Discovery
Using leading-edge technology and time-tested systems we answer your burning questions through Mystery Shopping, Focus Groups, Exit Polls, Shelf Reviews and Service Excellence Benchmarking.
/ Empowerment
Through our learning engagement, including seminars and workshops on service excellence, service leadership, team building, supervisory skills, selling skills, and retail operations, your team develops the skills, knowledge and abilities to stage experiences and delight your customers consistently.
/ Expression
With a series of branding solutions, ranging from PR & media to brand activations and visual merchandising, you appeal to the senses of your target group to create an experience that will promote affinity to your brand and attachment to your products and services.
Beginning with a complimentary consultation, we work with you to understand your brand promise. Our unique 360 degree process helps to uncover gaps between your objectives and the reality of the customer experience. We then apply a suite of solutions that keep your customers emotionally attached to your brand.
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/ DiscoveryBecome more competitive by seeing your business through your customers’ eyes.
Mystery Shopping
We match our trained and experienced mystery shoppers to your customer profile and provide 24/7 customised online reports.
• Testyourservicestandards• Rewardyourstafffordelightingyourcustomers• Continuouslyassessandimproveyouroperations
Brand Audits
We work with our clients to develop service standards and test for consistency in service delivery.
• Writeservicestandardstowhichallmustadhere• Testforconsistencyinservicedelivery• Keepstaffmotivatedtowardsachievingthehighest standards of service• Ensurebrandconsistency
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Exit Polls
Our 24/7 automated online reports give you quick answers to emerging issues.
• Reducecustomerchurn• Increaseyourconversionrates• Increasetheaveragespendpercustomer• Determinewhatdrivesyourcustomerstospend
Focus Groups
We use persons from a wide cross section of society to ensure you get accurate feedback.
• Learnhowyourcustomersfeelaboutyou• Seehowtheyfeelaboutyourcompetitors• Testnewservices,productsandconcepts
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/ Discovery
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/ Discovery
Service Excellence Benchmarking
Benchmarking will clarify how your brand is performing internally and externally. • BenchmarkagainstregionalleadersinServiceExcellence• Achievebrandconsistencyacrosslocations• Compareyourbrandtoyourcompetitors’
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Favourable customer experiences can only be consistently created when
staff buy in and have the necessary tools to WOW customers on a daily
basis. Our Empowerment sessions get staff at all levels pumped up about
creating elated customers.
/ Empowerment
Service Excellence Workshops
Our in-house Customised Sessions and Public Workshops are designed to improve frontline staff’s:
• CustomerSensitivity• SellingSkills• TeamWork• SupervisorySkills
Retail Training Sessions
We offer Retail-Based Training Programs exploring the mechanics of:
• RetailMetrics• VisualMerchandising• ManagingPeopleinRetail• ShrinkageControl• CustomerCare• RetailTrends
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Staff Incentive Programs
Cultivate a high performance team by establishing customer service standards and a customised staff incentive program driven by mystery shopping scores.
Watch your staff reach for the stars and see your sales soar.
Product Knowledge Training
Train your salespeople how to translate product features into benefits and ultimately make those emotional connections that cause customers to buy.
/ Empowerment
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/ ExpressionThe key to creating memorable customer experiences is to appeal to their
senses. Our Expression tools bring your brand to life at every point of
contact with your customers. Your customers will feel good about buying
and look forward to doing continuous business with you.
Strategic Branding
Develop communications that powerfully express your competitive difference.
Brand Activation
Whether a product, service or both, we create and execute unique and effective promotions that positively impact your target audience.
Visual Merchandising
Our merchandisers work at your point of sale, or at your reseller’s stores, to seek optimal visual positioning and create striking displays.
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/ Expression
Point-of-Sale Design
We work with the industry’s leaders in point of sale design to ensure that your point of sale is both functional and visually appealing.
Point-of-Sale Themes
Themes take seasonal promotions to a higher level. We bring concepts to life at your point of sale and create life long memories for your customers.
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Service Providers
Blink
Bmobile
Caribbean Broadcasting Company (CBC)
GTECH Latin America
Gulf View Medical
J.D. Sellier & Co. Ltd.
Micon Marketing
TSTTFlow Jamaica
Retailers
Budget Marine
Cari Can Aire
Clark’s Shoe Stores
College Health Foods
Hi Lo Food Stores Ltd.
Superpharm
Westport
Over the years, we have earned the trust and respect of many companies who have
quality of service.
Manufacturers
Bermudez Biscuit Company
TCL
Financial Sector
CLICO
CMMB
First Citizens Bank (FCB)
Guardian Life of the Caribbean
Republic Bank Ltd.
Scotia Bank
Our Client List
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Government Departments
Barbados Light & Power
Lake Asphalt Ltd
Ministry of Public Admin
Ministry of Public Utilities
Ministry of Trade & Industry
TTPOST
T&TEC
National Initiative for Service Excellence Barbados (NISE)
National Insurance Board (NIB)
National Lotteries Control Board (NLCB)
Petrotrin
Port of Port of Spain
WASA
Hospitality and Entertainment
Chancellor Hotel
Crews Inn Ltd.
Eat IT
Hyatt Regency
Movie Towne
Paria Suites
Ruby Tuesday
Sandy Lane Hotel Barbados
Trinidad Hilton
TTHTI
Global CorporationsADL Associates
Customer Care Management and Consulting (CCMC)
IBM Worldwide Corporation
Maytag International
Sony Corporation
Sony Ericsson Mobile Communications
BlackberrySamsung
Our Client List
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