Increasingly, the companies that concentrate on creating the ideal customer experience, are rewarded with higher share of market.
However keeping a keen eye on each step in the customer journey is challenging without a partner.
With our blended expertise in customer research, psychology and data analytics we can arm you with the ingredients to transform the long term success of your customer engagement.
Our research techniques are built from the ground up, capturing detail from in-depth analyses of customer attitude, feelings and behaviours that extend well beyond the reach of traditional satisfaction surveys or mystery shopping audits.
We provide detailed experience mapping, using our Lifelines™ diagnostic tool to show:
the areas of strength and weakness across the customer journey, including where customer expectations are underserved, and competitors are preferred
where new initiatives can resolve underperformance, based on ideas either co-created with customers, or validated by them
how metrics can track value and ROI, whether driving revenue growth and loyalty, or cost-savings and efficiency
How Our Work is Used
From our universal goal of creating customer growth and loyalty from better customer experiences, our work has had a wide range of applications and benefits, including:
brand strategy – using customer experience insight to reposition brands, both regionally and globally
marketing plans – developing customer acquisition initiatives, based on the needs of specific customer segments
store design and visual merchandising – using detailed customer shadowing to improve customer footfall and interaction
staff alignment and motivation – creating training workshops to instil a culture of customer service, based around consistent brand values