2. THE
Who is cite up?
CUSTOMER
EXPERIENCE
COMPANY
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.
11-15 Princess Margaret Street,
San Fernando.
Trinidad,
1c Braemar Avenue,
Kingston 5,
Jamaica.
Phone: 868 652 9084 (Trinidad) 876 978 6119 (Jamaica)
Email: kelly.athanas@citeup.com
Web: www.citeup.com
2 www.citeup.com
3. THE
CUSTOMER
EXPERIENCE
Why is customer
COMPANY
experience important?
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!
3 www.citeup.com
4. THE
CUSTOMER
EXPERIENCE
COMPANY
The WOW! Process
DISCOVER 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.
DISCOVERY EXPRESSION
Mystery Shopping EMPOWERMENT Strategic Branding
Brand Audits Brand Activation
Exit Polls Visual Merchandising
Focus Groups Service Excellence Workshops Point-of-Sale Design
Service Excellence Benchmarking Retail Training Sessions Point-of-Sale Themes
Staff Incentive Programs
Product Knowledge Training
4 www.citeup.com
5. THE Beginning with a complimentary consultation, we work with
CUSTOMER you to understand your brand promise. Our unique 360 degree
EXPERIENCE process helps to uncover gaps between your objectives and
COMPANY
the reality of the customer experience. We then apply a suite of
solutions that keep your customers emotionally attached to your
brand.
/ 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.
5 www.citeup.com
6. THE
CUSTOMER
EXPERIENCE
COMPANY
/ Discovery
Become 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.
• Test your service standards
• Reward your staff for delighting your customers
• Continuously assess and improve your operations
Brand Audits
We work with our clients to develop service standards and test for
consistency in service delivery.
• Write service standards to which all must adhere
• Test for consistency in service delivery
• Keep staff motivated towards achieving the highest
standards of service
• Ensure brand consistency
6 www.citeup.com
7. THE
CUSTOMER
EXPERIENCE
COMPANY
/ Discovery
(continued)
Exit Polls
Our 24/7 automated online reports give you quick answers to
emerging issues.
• Reduce customer churn
• Increase your conversion rates
• Increase the average spend per customer
• Determine what drives your customers to spend
Focus Groups
We use persons from a wide cross section of society to ensure you
get accurate feedback.
• Learn how your customers feel about you
• See how they feel about your competitors
• Test new services, products and concepts
7 www.citeup.com
8. THE
CUSTOMER
EXPERIENCE
COMPANY
/ Discovery
(continued)
Service Excellence Benchmarking
Benchmarking will clarify how your brand is performing internally
and externally.
• Benchmark against regional leaders in Service Excellence
• Achieve brand consistency across locations
• Compare your brand to your competitors’
8 www.citeup.com
9. THE
CUSTOMER
EXPERIENCE
COMPANY
/ Empowerment
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.
Service Excellence Workshops
Our in-house Customised Sessions and Public Workshops are
designed to improve frontline staff’s:
• Customer Sensitivity
• Selling Skills
• Team Work
• Supervisory Skills
Retail Training Sessions
We offer Retail-Based Training Programs exploring the
mechanics of:
• Retail Metrics
• Visual Merchandising
• Managing People in Retail
• Shrinkage Control
• Customer Care
• Retail Trends
9 www.citeup.com
10. THE
CUSTOMER
EXPERIENCE
COMPANY
/ Empowerment
(continued)
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.
10 www.citeup.com
11. THE
CUSTOMER
EXPERIENCE
COMPANY
/ Expression
The 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.
11 www.citeup.com
12. THE
CUSTOMER
EXPERIENCE
COMPANY
/ Expression
(continued)
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.
12 www.citeup.com
13. THE
CUSTOMER
EXPERIENCE
COMPANY
Our Client List
Over the years, we have earned the trust and respect of many companies who have
quality of service.
Service Providers Manufacturers
Blink Bermudez Biscuit Company
Bmobile TCL
Caribbean Broadcasting Company (CBC)
GTECH Latin America Financial Sector
Gulf View Medical
CLICO
J.D. Sellier & Co. Ltd.
CMMB
Micon Marketing
First Citizens Bank (FCB)
TSTT
Guardian Life of the Caribbean
Flow Jamaica
Republic Bank Ltd.
Retailers
Scotia Bank
Budget Marine
Cari Can Aire
Clark’s Shoe Stores
College Health Foods
Hi Lo Food Stores Ltd.
Superpharm
Westport
13 www.citeup.com
14. THE
CUSTOMER
EXPERIENCE
COMPANY
Our Client List
(continued)
Government Departments Hospitality and Entertainment
Barbados Light & Power Chancellor Hotel
Lake Asphalt Ltd Crews Inn Ltd.
Ministry of Public Admin Eat IT
Ministry of Public Utilities Hyatt Regency
Ministry of Trade & Industry Movie Towne
TTPOST Paria Suites
T&TEC Ruby Tuesday
National Initiative for Service Sandy Lane Hotel Barbados
Excellence Barbados (NISE) Trinidad Hilton
National Insurance Board (NIB) TTHTI
National Lotteries Control Board (NLCB) Global Corporations
Petrotrin ADL Associates
Port of Port of Spain Customer Care Management and
WASA Consulting (CCMC)
IBM Worldwide Corporation
Maytag International
Sony Corporation
Sony Ericsson Mobile Communications
Blackberry
Samsung
14 www.citeup.com
