[CX

CUSTOMER EXPERIENCE

The passion behind your purpose

Your brand is a promise of the quality of service experience customers should expect.  Every brand needs a purpose these days. Your business needs a reason to exist that’s bigger than ‘making money.’ We think, if you’re looking for ways to improve your brand experience, it starts by knowing WHY your organization exists. WHY you exist is every bit as important as WHAT you do to produce value for customers. Working out WHY can be a challenge sometimes. That’s why having a brand experience that goes above and beyond what customers expect (i.e. being an ‘above and beyond brand’) really matters!

Going above and beyond

To become an Above and Beyond Brand you’re going to need more than creative logo design and brand rules. You’ll also need to:

Know what your customers want to talk about
Grind out agreement on your goals and brand value
Agree the conversation, the journey and outcomes
Form the best marketing engine for you business made from best-in-class tools
Clean your business of bad habits and installing good ones
Create the rocket fuel that sparks interest in your company
And in a data-driven world, you’ll need to build your brand messaging around the values your customers care about; design content that maximizes the ‘jewel’ in your shop windows and shows an uncluttered view for passing customers. Get in touch to learn more!

OUR SERVICES

1. Sourcing Customer Insights

Listening to customers is one of the most rewarding time investments any businessperson can invest in.  Over the years, we’ve become adept at asking the right questions and articulating customer responses in reports that makes sense to business leaders.  We use a blend of qualitative and quantitative methods in addition to customer surveys and Meet-the-Customer facilitated meetings, etc. to get results.  We incorporate Jobs-to-be-Done (J-T-B-D) methods and use our own proprietary digital platforms to maximize the value of customer insights to drive improvements in your customer experience.

2. Creating an Above and Beyond Brand Experience

Customers only notice when they have a really good, or really bad experience.  Standing out in your customer experience generally happens when you do MORE than your customer expects.  That said, it’s normally the ‘small things’ that matter most.  It’s about formalizing and implementing norms of behavior that all your team can sign-up to.  Our approach to helping you create an Above and Beyond Brand Experience begins by understanding what the brand stands for, then reinforcing your brand promise by including your team in the ambition of achieving a stand-out customer experience.

3. Customer Data Platforms

A Customer-Data-Platform (CDP) is an integrated data processing and reporting system that presents a single-view of your customer landscape.  Done well, a CDP places the customer at the heart of your data strategy.  It means you can interpret every aspect of your customer relationships; from the very first time you made contact, to the last transaction that occurred.  Use this insight to focus your investments, shape development plans, and maximize your operational effectiveness.

OUR WORK