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GROW AND DEEPEN YOUR CUSTOMERS' EXPERIENCE....from the inside out

You might be at the sharp end, responsible for giving customers such a great experience they keep coming back. A comparative analysis - comparing your own unspoken culture with unspoken customer expectations - shows ways to connect them better. Often subtle changes can have a big effect. Once you have that, you can deepen the relationship and grow the quality of their experience. With this quality of understanding, you can also make it easy and natural for staff to give the service you want them to give.

If you're not on the front line but taking a strategic or long view of "customer experience", do you understand what it is within your business that really makes a difference to how your users feel? It almost certainly goes beyond operations at the front line and it almost certainly begins with your culture.

 

 

 

 
 
“I was not entirely sure what to expect. There was, therefore, a little nervousness about investing the money. (But) we have been able to drive a very challenging conversation about organisational approaches to communication and campaigning. It has thrown up profound and far reaching challenges to Oxfam's core communications approach - the research helped shine a specific and credible light into some very difficult areas.

Martin Kirk,
Head of UK Campaigns,
Oxfam