Customer Experience

Brands are now defined by how they make people feel.

For businesses, success comes from understanding people’s needs and surpassing their expectations in the moments that matter. This requires a customer-centric culture embedded through your organisation. Only then can your employees deliver meaningful and memorable experiences that reinforce brand choice.​

We consistently observe strong links between brand strength and how a customer feels about the service they receive. Where a strong brand relationship exists, customers can be more forgiving of a slight service slip, whereas someone negatively predisposed to a brand can be much harder to satisfy. With our long history of delivering insights around both brand building and customer experience optimisation, we are ideally placed to identify and unpick these links.​

At the same time, we realise that customer experience has an important human angle. Understanding, managing and delivering to customer expectations is fundamental to the success of a service. Equally, it is important to understand the key triggers of emotions during an experience to truly deliver a servicer which stands apart. Emotion is built into our key metrics, reflecting this customer truth.​

Map and track your key customer journeys​

Explore the entire customer or employee journey to help embed operational change, drive customer centricity and deliver business impact.  

Understand your customers​

Know the strength of customer relationships, identify how to prioritise investments and excel at what matters most to your customers.​

Embed an ongoing Voice of the Customer programme​

We partner with leading technology platforms to deliver access to relevant customer insight across all levels of your organisation.  And we utilise advanced analytics capabilities to help you to make the right strategic investment decisions.​

Identify how customer-centric your organisation is​

Our Customer Experience Maturity Audit approach helps you to understand how customer-centric your organisation is and captures stakeholder views to build a strategy that meets customer needs.​

Deliver your brand promise​

Discover what makes your experience unique, and identify any gaps between experience and your brand promise.​