Effective customer experience delivery is the new differentiator for businesses

Businesses who fail to deliver the experience customers expect or are receiving from competitors, will fade away.

91% of customers defect due to poor service, 92% of them will not tell you and 96% will never return (Gartner 2016). If understanding your customers expectations is not on your priority list, you will rapidly be overtaken by competitors who do.

According to Gartner, 89% of companies view the experience delivered by their people to customers as a competitive differentiator, and that by 2018 more than 50% of organizations will have redirected their investments to customer experience research and innovation.

The savvy business begins by focusing on making sure they close the customer experience feedback loop.

How We Do It…

Our bespoke consulting research methodology uses a mix of modalities as customers behave differently to what they tell you, is a fraction of the cost of traditional research agencies and clearly discovers your Unique Customer Experience Point (UCXP) transforming your customer retention, share of wallet and acquisition.

Customer Discussions

In-depth interview with selection of top, newly acquired and recently defected customers, drilling down into why they buy from you.

Quantify Expectations

Conduct short survey with customer database, prioritise factors driving experience and discover likely retention factors.

Experience Roadmap

Create road map outlining customer experience expectations. barriers and levers as well as likely future needs and intentions.

Align Employees

Align Customer data to employee data (People Productivity Profile), ensuring all employee’s fully understand customer expectations.