Our

Customer Experience Formula

means we’re able to work with our clients throughout the entire customer journey.

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In

Insights

12

St

Strategy

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Cr

Craft

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In

Insights

17

EM

Experience Measurement

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Dc

Digital Chnl. Insights

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QT

Quantitative Research

07

QI

Qualitative Research

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St

Strategy

10

Ci

Culture Intervention

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Dc

Digital Chnl. Strategies

15

Es

Experience Strategies

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Cr

Craft

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Bd

Brand Dev. + Design

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Cj

Customer Journey Desg.

35

Od

Operations Design

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Ux

User Exp. Design

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Insights

Experience Measurement

Customer Experience is measurable. It’s also tangible, quantifiable and ever changing. For this reason, the on-going measurement of experience is as achievable as it is essential.

Customer experience measurement can be simply explained as capturing the voices of your customers (both external and internal) in the moments that matter.

It’s an invaluable source of insight and the only real way to make business decisions that are informed by the customer. It’s also directly linked to customer loyalty and financial return – making it a logical step for any successful organisation.

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Insights

Digital Chnl. Insights

Now more than ever, organisations have a very real responsibility to create and curate their brand image in the digital sphere.

It’s not enough to simply have a website, having a competitive edge online requires an almost intuitive knowledge of what your customers want in the digital world.

Our digital channel solutions are suited to website and app testing at any stage in development – using both with real users and UX experts. Not only is it useful in designing an ideal user experience but also in measuring up the competition.

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Insights

Quantitative Research

Quantitative research isn’t just about the numbers; it’s about understanding the stories behind them and using them to paint a picture of real consumer behaviour and perceptions.

So we are all about using the relevant technology paired with the right expertise to get the best results possible – and that’s exactly what you’ll find with our range of quantitative solutions.

From quick online surveys to research on the move, we provide simple solutions to complex objectives. We offer a professional service with highly accurate analysis and presentation of resulting data.

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Insights

Qualitative Research

Understanding how your customers feel is not only a cornerstone of experience but is an essential component of any successful brand. It’s about asking the right questions and using the resulting insights to shape business decisions.

Our experienced team of analysts offer customised qualitative research solutions that yield actionable insights and inform strategic direction.

Discover the full suite of methodologies designed to help you get a clear picture of your customers’ perceptions, emotions and aspirations when it comes to your brand.

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Strategy

Culture Intervention

The company culture within your organisation is one of the strongest influencers of the customer experience, which you project outward.

Employee disillusionment and disengagement or something as simple as lack of communication in an organisation could well be leading to a complete breakdown in customer experience.

What culture interventions seek to do is transform organisational cultures, inspire employees and ignite a passion for customer experience while at the same time providing employees with the tools and skills to deliver the experience – starting internally.

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Strategy

Digital Chnl. Strategies

The digital sphere is growing at an exponential rate and with it; the opportunities for customer contact successes and mishaps are also increasing.

Successful digital channel planning is all about knowing what to say to your customers, how to say it and perhaps most importantly of all, what channel to connect with them through.

Our solutions are aimed at doing just that and giving you an understanding the current digital landscape, the opportunities for your business and most importantly the needs of your customers in order to maximise on the user experience while avoiding unnecessary expenditure.

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Strategy

Experience Strategies

Most organisations understand that customer experience is important to their long-term success, and some even have a clear idea of what they want that experience to be. However, very few organisations have a clear plan of how to get there.

Having a successful, sustainable customer experience is about having that plan and understanding how, when and what to prioritise when it comes to customer experience.

Our strategic suite is aimed at providing you with a clear plan of action as well as the necessary guidance and expertise to follow it through.

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Craft

Brand Dev. + Design

This is where creativity meets business, as we are passionate about giving brands a voice and image that matches their unique personality.

There is no such thing as simply selling products and services in today’s market. Instead, the most successful brands weave a story and have rich, vivid identities to match it.

So give your brand something more than just a name next to a flat logo, and let us create a presence that both you and your customers can be proud to be associated with.

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Craft

Customer Journey Desg.

What transforms a customer experience from being an idea to a living entity are the details, carried out in the most inventive and yet subtle ways.

When a customer interacts with your brand they start a journey, one that takes them through virtually any and every touch-point you might have.

What’s important though is that it all remains consistent and quintessentially unique to your brand. From scents to sights and even the tone of communication – the best experiences are always seamless.

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Craft

Operations Design

Understanding customer experience, making it work and being a customer-centric organisation is a simple process in theory. However, it’s what happens behind the scenes that can either make or break even the most intricate customer experience.

For this reason processes, policies and procedures should support employees in delivering customer experience instead of work against them.

With our operational design services we focus on analysing, improving and re-engineering the traditional business model in order to provide organisations with a working process model for customer experience excellence.

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Craft

User Exp. Design

Too often, organisations make the mistake of trying to make the quickest website or app they can with little thought to what their customers actually want or why they are creating it.

User experience design however ensures that everything from the copy to the look, feel and positioning of features is perfectly suited to your customers.

It’s an essential step between concept and development in order to create digital touch-points that are relevant to the current digital trends and practices as well as being useful to your customers.