Customer Experience Improvement
Business is changing rapidly, but companies are still running the same experience programmes they implemented three, five, or even ten years ago. They are trying to solve problems that can’t be solved by technology alone. True innovation often requires a human touch.
Yes, we’re experts in CX, EX, and MX, but more importantly—we’re experts in human behaviour. Our data scientist- and PhD-led Strategic Insights team goes beyond technology to help companies recognise and prove the power and value of experience initiatives.
Predict and Plan for Emerging Customer Journeys
Remember when you could enter a store, purchase a product, and be on your way? Neither can we. Customer journeys can change and the only guarantee is that today’s journey looks nothing like yesterday’s—and tomorrow’s will certainly be something new. Our journey mapping workshops help you predict and plan for these changes, so while your competitors are scrambling to adapt, you’re prepared to meet the evolving needs of the market.
Create an Experience Improvement Rule Book
Putting an experience strategy in place is a great first step, but without the proper alignment, expectations, and processes in place, impact will be limited. From executive oversight to standardised processes to frontline coaching, our Experience Governance Playbook gives structure to your programme by helping everyone understand their specific role in experience delivery.
If your customer experience strategy is your game plan, then the governance discipline supplies your referees and your rule book.”
Outside In, Forrester Research
Refresh and Revitalise
When’s the last time you revamped your experience programme? Have insights dried up? Losing support and engagement? Feeling stale? Your experience strategy should align with overall company goals and brand promise. Through in-depth whiteboarding sessions, our expert practitioners will review your programme through the lens of experience improvement, identify opportunities, and recommend actions to improve intelligence and boost ROI.
SURVEY EXPERIENCE OPTIMISATION
Feedback is an Extension of Your Brand
Most survey builders lack a solid understanding of best practices around survey design. They ask too many or too long questions, reducing engagement and response rates. Plus, poorly written questions provide skewed results leading to weak or inaccurate signals. Our data scientists use Survey Experience Optimisation (SEO) to improve both the user experience and the data quality by analysing your surveys and optimising for clicks, length, and branding.
VOICE OF THE EMPLOYEE
Give Employees a Voice
The employees’ perspective on improving delivery of customer experience—known as Voice of Employee— provides brands with a unique look into customers’ experiences, emotions, delights, and struggles. VoE listening posts can be implemented at established touchpoints and intervals, leveraged through ad hoc invites and “always open” portals, or built into your closed loop process for real-time understanding of issue resolution and root cause. Our experts will help you develop a listening strategy, analyse the results, and craft action plans to improve customer retention, reduce costs, and drive revenue.
MODERN MARKET RESEARCH
Ready to Disrupt the Market?
While traditional focus groups may be a thing of the past, market research is certainly not dead. Global panels help companies answer detailed questions with industry-specific insights straight from the minds of consumers. In a world where a single tweet can make or break a brand—and consumer sentiment reigns supreme—competitive benchmarking, market assessment, and brand perception studies help identify consumer needs and validate expectations. Whether it’s customer acquisition, growth, or retention you’re after, our expert research design team will help build the solution that’s right for your business.
One Size Does Not Fit All
While personalisation is all the rage in CX, understanding the needs and desires of each individual customer is simply not feasible. That’s where segmentation comes in. Our expert team will provide detailed personas for each segment in your industry or current customer base, identify which are most valuable, and recommend communication and action plans to acquire and grow each group.
ATTRITION AND RETENTION STUDY
Understand and Reduce Churn
Why do customers leave? More importantly, why do they stay? Whether a customer defects due to poor service or pricing, or is enticed by a competitor’s new or unique offering, churn is costly. Silver lining? It creates an ideal opportunity to understand the variables that impact attrition so you can proactively identify potential detractors moving forward. An attrition study helps you implement strategies to deliver more of what customers love and less of what they dislike, so your competitors’ attempts to woo your customers become futile.
One in three consumers (32%) say they will walk away from a brand they love after just one bad experience.”
TRUE DRIVER ANALYSIS
Not All Experiences are Created Equal
It’s impossible to make every experience perfect, and that’s okay. What’s important is understanding the moments that matter to your customers and employees—and ensuring they hit the mark. Our proprietary True Driver Analysis helps you understand what elements of the experience have the greatest impact on the outcomes you care about and how to prioritise those variables.
EMPLOYEE MILESTONE SUCCESS
Hang the Streamers and Cut the Cake!
There’s nothing better than celebrating a work anniversary! Tenured employees bring extensive knowledge and expertise and tend to develop valuable relationships and rapport with customers. Plus, when employees stay, you’re not spending hundreds of thousands of pounds recruiting, interviewing, and training new employees. Our solution combines key employee lifecycle surveys with strategic analytics to identify where and why employees are becoming disengaged and unfulfilled—and the actions to take to keep them motivated and productive—before it’s too late.
LEADERSHIP DEVELOPMENT PROGRAMME
Engage and Empower Tomorrow’s Leaders
They say employees don’t leave companies—they leave managers. That’s why it’s critical to develop effective leaders at every level of your organisation. Our Leadership Development Programme helps create self-awareness and operationalises the learnings through targeted coaching and action planning sessions that focus on opportunities and roadblocks for each individual. The result? Empowered leaders prepared to thoughtfully and effectively guide their teams.
92% of employees said that they would be more likely to stay with their job, if their bosses would show more empathy.
Businesssolver, The State of Workplace Empathy
DYNAMIC ACTION PLANNING
Move Beyond Insights
Insights without action are just that, and experience programmes typically stall when brands don’t know what actions to take or even how to garner support and engagement. Our experience transformation experts will not only help you identify impactful initiatives, but will guide the change management and engagement process required to make experience improvement a part of every employee’s daily routine.
FINANCIAL LINKAGE ANALYSIS
Prove the Impact of Experience Improvement
Raise your hand if you’ve been asked to prove the impact of your experience initiatives. While anyone can assume improvements in NPS and OSAT have a positive impact on revenue, quantifying it is another story. Whether it’s acquisition, growth, retention, or reducing cost-to-serve you’re after, our experts will help design a programme that aligns with your goals—and measure impact every step of the way.
Your Own Personal Crystal Ball
If you’re making all of your decisions based on lagging indicators, you’ll always be a step behind. Predictive analytics give you a crystal ball into which locations are likely to miss sales goals, which customers are positioned to churn, and which segments are ripe for growth. From forecasting, to customer churn, to employee attrition, by constantly analysing patterns in diverse data sources, you’re able to make proactive rescues and take advantage of emerging opportunities before it’s too late.