OUR Approach

Customer Experience can be transformative and intertwined across an entire organisation, but it needn’t be an overwhelming and onerous task

 

UNDERSTANDING THE CHALLENGE

 

We don't start with you. We begin by viewing your business from the outside-in, getting to know and understand your customers. Of course, it's equally important to immerse ourselves in your business, so we'll be getting to know you too.

 

WHOLE OF BUSINESS

We take a Whole of Business approach to CX in order to have a full understanding of how the different elements of your business affects what your customers experience, which enables us to identify where and how you can implement transformation, maintain it, measure it and improve it.

OUTSIDE-IN

We have a suite of tools and techniques to help us understand your customers; their motivations and behaviours, needs and expectations, actions and inactions. With this insight, we can map their experiences with your brand, identify where pain-points lie and where market leading opportunities are for the taking.

 

A CX ROADMAP TAILORED TO YOU

Once we've understood the challenge we then work with you to create a unique CX roadmap, identify critical customer touchpoints that require optimisation or enhancement and understand how these contribute to a cohesive, consistent Customer Experience.

 

This roadmap consists of four core areas.

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FOUNDATION

Start your CX journey, or evolve and improve. We’ll consider the whole of your business, understand the needs, motivations and behaviour of your customers, and improve your customer journey.


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CX COMMS

Open and maintain a meaningful dialogue with customers. We’ll optimise the communications that shape your Customer Experience, creating engagement models that increase customer advocacy over time.


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DIGITAL PLATFORMS

Create intuitive online journeys and interfaces that are a joy for your customers to use. We’ll also recommend the right systems architecture to make ‘digital’ work harder for your business, and your customer.


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EMPLOYEE ENGAGEMENT

Understand your workforce and what will motivate them to grow with your business. We’ll develop strategies to communicate, engage, motivate and retain employees.


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Monitor

In the expectation economy, customer experience is never a once and done exercise.

Monitor enables you to track the CX foundations we've laid, together with individual touchpoints, so you can see how you are affecting your customers. We offer a number of solutions - integrated and automated, through to the provision of a CX team that works directly with yours on a basis that works for you. 

WHAT'S YOUR CHALLENGE?

We're a team of experienced CX Consultants based in London, Norwich, Singapore and Kuala Lumpur. Get in touch to see how we can help you.