Your clients and staff talk about you with friends, family, colleagues and even strangers. You'd like to think they only talk about how much they love your product or how valuable your service is. The reality is that most conversations are about how they experience your company and have little to do with your actual product or service.

Total QX is different to anything you've seen. Customer Experience (CX) processes address at most half of any customer experience. The other half (sometimes more than half) is your staff and other people and companies you work with.

What about the processes in your business, internal processes, vendor processes et al, that don't directly connect to your customers but have a potentially huge impact on how your customers' next interaction with you will be experienced.

You can't expect your staff to deliver knock your socks of service and experiences to your clients when their experience is absolute crap!

Total QX, the Total Quality Experience framework is a whole experience approach. Through Total QX you look at the big picture desired outcome and leverage "the power of small" to transform processes and deliver brand promises.

Being good is the just price of entry. In fact good these days is less than average!

No one remembers good or talks about it. They remember damn poor more often than simply good, and you can be sure they'll tell their social followers about 'damn poor' faster than they leave your premises.

If you want to be remembered and talked about for the right reasons, what you're striving for is that "WOW!" reaction when people are blown away by HOW you deliver whatever it is you do. That's what Total Quality Experience framework (Total QX) helps you to create.

A business with a clearly defined purpose will always outperform a business that doesn't know WHY they exist; assuming that the two companies operate in the same space.

Purpose, knowing your WHY, is a great foundation and important. On it's own it neither creates nor sustains business growth.

Exceptional business growth is the result of experiences that convince, persuade or even inspire people to become repeat customers, and influence others to do the same.

Knowing your WHY resonates with your target audience and attracts them to and through your front door. It plays a very minor role, if any, in keeping them coming back.

Attracting clients back, time and time again, relies almost entirely on HOW they experience doing business with you. Total QX is a whole experience approach to successful business growth.

How much real connection do you have with your clients? This is not about how much your CRM system knows about them.

An initial connection can be created when you start with why. Like a synaptic bridge in your brain that's created with every brand new experience, your 'WHY' creates a fragile tether between you and a potential loyal customer.

Every interaction your client has with your product or service, your company, or your brand generally is a moment of connection. Each moment can either strengthen or weaken the overall connection.

There is no other type of experience that strengthens the connection faster or makes it stronger more than one that elicits a WOW response; and it's the quality of the experience that creates this.

When you connect enough WOW responses, you create a loyal customer and raving fan. Like a synaptic bridge in your brain, the stronger the connections become, the more likely that they become the default behaviour.

Train your team, team leaders, or division managers in Total QX framework. The program delivers training at the relevant leadership respectively operational level so that your people can lead, instruct and implement Total QX in your organisation.

Team facilitation and on-going leadership, respectively operational, team facilitation is also available to ensure your business stays at the forefront of new developments and learnings in marketing, human psychology, customer experience and supporting technologies.