Understanding customers to exceed expectations
Customer satisfaction begins with customer understanding. Through primary research, digital listening and data auditing we can build a picture of who your customers are and what they expect from your brand. Armed with this knowledge, we can create truly customer-centric experiences that exceed expectations and drive customer loyalty.
Customer and competitor research
We help you understand what your customers need and want, and benchmark your customer experience against competitors.
Techniques
- Voice of customer (VoC)
- Service gap analysis
- User testing
- Competitor & sector benchmarking
- Customer surveying
- Online analytics analysis
- Ethnographic research
- Customer focus groups
- Future trend research
- Customer depth interviews
- Customer segmentation
- Stakeholder workshops
- Digital listening
- Data & systems auditing
Customer profiles
We articulate your customers’ needs in a trackable and actionable way and create CX values to underpin the experience your brand delivers.
Techniques
- Organisation value definition
- Needs-based customer profiles
- Customer empathy mapping
- Employee values definition
- Customer value proposition design
- CX strategy
- Stakeholder management
Customer-centric CX
We combine customer understanding and our CX vision to identify ways to exceed expectations across the customer journey.
Techniques
- Customer journey mapping
- Prioritisation methodology
- Conversion rate optimisation
- Service design blueprinting
- Experience design
- Omnichannel strategy
- Employee experience design
- Data science / modelling
- CX measurement
A new level of customer understanding
See how we've helped organisations truly get under the skin of their customers.
View workHave a customer or user experience challenge?
We help brands across the globe improve the experience they provide customers. Get in touch to speak to one of our consultants.
