CX
Listening to your customers, changing what you do, and acknowledging their input is the basis of improving customer experience.
We understand the power of listening, the importance of insight, and the value of genuine relationships.
Our knowledge and practices will deliver you happy customers that buy more, stay longer, and refer others.
CX Consultancy
Tactical or strategic, it's the improvements to your customers experience that will dictate your long-term success.
That's why we offer and deliver CX consultancy in formats that suits our clients; whether it's a one off exercise, half-a-day-a-month consultancy, or a full-scale CX maturity and strategy review and recommendations, we have the skill and experience to help.
Our services, which always involve the critical input of your employees include:
- Journey mapping workshops and outputs
- Persona development
- Customer Community development
- CX Centre of Excellence delivery
- Signature Moment strategies
Always-on CX measurement
Understand what customers go through at every stage of the relationship and convert feedback into practical actions, uncovering insights to fuel CX change.
With verified external insights, detect areas that need improving and identify untapped opportunities, you can focus on the drivers of loyalty and retention.
We can work with all satisfaction metrics, including NPS, to provide instant and accurate data of customer perception. This in turn helps you understand detractors to better enhance the CX, positively engage with passives and uplift them to become promoters. Enable your promoters to ensure they stay longer, buy more and refer others.
Investor in Customers 360
The IIC 360 assessment of the experience you offer is delivered by capturing the perception of your key stakeholders: your customers, employees, and management, with an independent IIC review.
The IIC methodology has helped more than 300 businesses, with over 4 million customers surveyed. Following an assessment, clients are awarded a gold, silver, or bronze accreditation, with detailed feedback from an expert IIC Assessor.
You will be able to use the IIC Award logo in all marketing collateral and will receive a specially commissioned trophy featuring the award rating and your logo, as well as a digital certificate, to help you publicly demonstrate how customer-centric you are.
CX Training
We work with market leading CX training experts who understand the importance of the customer journey, and making it feel human to customers.
Our partners use their unique approach to cultivate a team climate of brilliant experiences, shift and reframe mindsets, and understand the high-performer skill blueprint.
By executing an in-depth discovery, working as a true business partner, and learning in a live environment along with the support of peers and colleagues, in a genuine team climate focused on growth, differential draining and sustainable change is delivered.
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