Improve your Customer Experience

Identify, Investigate & Implement

Where our work on strategy reviews is more high-level and focussed on intent, our customer experience work tends to be more practical uncovering what’s really happening.

We understand that it’s hard to be as objective about your business as your customers are, you know things they don’t necessarily know. When examining customer experience, the ability to look from the outside in, brings that objectivity to your table.

We use a three-step approach to understand your customers’ expectations versus what’s happening in reality. We identify any potential hurdles in your current customer journey by reviewing your planned customer journey maps (if you don’t have maps we can help you to create them) and interviews with your teams to learn their perceptions of what’s not working. Then using qualitative research, we investigate to reveal the reality of the customer experience to understand the actual process as well as their attitudes and feelings as they navigate through the customer journey. We also discover how improvements can be made before we go on to help you implement strategic, practical solutions across all channels. This approach will put all your customers at the heart of every decision you make – and boost your brand’s reputation and revenue.

Only then will you know how to enhance your customer experience and engagement. We see organisations stuck in limbo like this all the time – either ignoring their customers, or spending time and money solving the wrong problems. From understanding how you interact with your customers – at order or enquiry point – we reveal how your systems and processes are currently working vis à vis the needs and aspirations of all your customers. By spending time with you in your office – or remotely using Teams, Zoom or Google Hangouts - and identifying where the current blind spots are, we give you a thorough understanding of your ideal customer journey from start to finish – and importantly, how to achieve it.