Developing and improving a customer experience is a continuous process. Some organisations may just be starting out, others might be adjusting in line with customer feedback, or as a result of a new competitor. 

 Whatever your customer experience ambition or challenge, Customer Faithful’s expertise across industry sectors can support you.

As an example, when global retailer Crabtree & Evelyn were seeking to reposition their brand and customer experience, they asked us to conduct a brand immersion exercise, exploring and distilling ‘What Crabtree & Evelyn already has that’s valuable?’ to ensure the existing heritage and goodwill that exists around the brand was not lost.

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Customer Faithful delivered the three things we needed most – a richness of detail about our customers’ needs, the ability to distill it into simple, clear recommendations for the brand, and a commitment to making the strategy work across our global business. Even against a challenging timeline, Customer Faithful came in on-time, on-budget and went the extra mile for us, to ensure we got the desired result.

Chief Operating Officer - Crabtree & Evelyn UK

Our research then moved to wider questions such as ‘What else is important to customers  that is relevant?’ and ‘Which products and competitors brands are fulfilling customer needs in their homes?’

We integrated this insight along with customer feedback about what they liked and disliked into a brand wheel (above), providing an at-a-glance primer to address different aspects of the brand and its experience; from strategic marketing, through to practical issues such as packaging and retail operations.

IF you’re interested in tackling a specific aspect of your customer experience, or just getting started in creating it, get in touch at