we specialise in all
aspects of customer
experience
we research every step of
the customer journey
We use our research experience, problem-solving skills and analytical expertise to find pragmatic, commercial solutions that are robust enough to meet your business objectives and fit your budget.
Typically, we help our clients:
Identify strategic priorities in customer experience
- Who are your most valuable customers? Are you meeting their needs?
- Where are the critical moments of truth in the journey?
- What is the impact of current service delivery on acquisitions and retention?
Understand what aspects of their brand are valued
- How do people think of your brand, products or services?
- What aspect of the brand experience do potential and existing customers value most?
- Is the brand experience consistent across all touchpoints?
Stay one step ahead of the competition
- How do you perform against competitors or Best in Class providers
- What are the emerging threats and opportunities for your brand?
- How can you leverage “hot issues” to your advantage?
We work with Consumers and Small & Medium Business audiences.
- Set-up & design
- Questionnaire writing
- Analysis
- Report writing & synthesis
- Presentation
- Workshops & away-days
- Customer experience
- Usage & Attitude
- Segmentation
- Brand image
- Innovation
- Pack testing
- Pricing & trade offs
- Online, Face-to-face, Telephone
- Stakeholder interviews
- Depths & Groups
- Accompanied shops
- Data analysis
- Advanced statistics
We have explored customer experience across a wide range of sectors: from food to mobile phone manufacturers, from telco & financial service providers to high-street retailers – online, in-store, by telephone, email, SMS and smartphones.
