• Impact of BEST past EXPERIENCES
    140% more spent vs
    POOR past experiences

    Harvard Business Review

     

     

    The real value of customer experience

  • Enhanced CUSTOMER satisfaction, 

    increased REVENUE and

    greater EMPLOYEE satisfaction 

     

     

    What is your ROI on your customers' experience? 

     

  • Most good organisations 'get it right'
    most of the time
    EXCEPTIONAL organisations 'get it right'
    100% of the time

     

     

    We can help your business to be exceptional

  • Corporate leaders who would never tolerate a large gap between forecasted and actual revenues prefer to look the other way when company and customer assessments diverge  

    Bain

     

    Are you paying lipservice

    to customer experience?

Why use the Consumer Psychology Lab? 

Increase sales, customer satisfaction and retention of customers * Become more customer-centric & responsive to customers' experience  * Reduce frontline staff turnover & improve engagement   * Create real change in your organizational culture  * Implement a CX program uniquely designed around your business & customer experience challenges * Use a system to seamlessly integrate with your business 

Our roots in qualitative research give us unique insight in consumer behaviour and customer experience. We have an exceptional understanding of emotions within customers’ experience, as we have spoken with thousands of customers over the years. Our team includes a range of highly skilled research-, industrial-, and clinical psychologists

We are very passionate about customer experience and we thrive on every opportunity to make a difference towards better service experience. Our service offering is a one-stop-shop for CX – we do research, we develop CX strategy, design CX programmes, we facilitate workshops to support change and we listen to customers’ experience for CX insights, tracking and service recovery opportunities

Do you hear voices? Call us, ITS YOUR CUSTOMERS trying to get your attention!

Understanding, changing and managing consumer behaviour

We Understand

We use various research methodologies to understand consumer experience and behaviour

 

 

 

We Change

We develop strategy and intervention frameworks to mobilise change.

We design, teach, engage, learn and build great experiences for customers

 

We Manage

We manage behaviour through tracking stakeholder feedback.

Our passion is customer experience. We focus on understanding how emotions impact on experience and loyalty

The Customer Experience Landscape

 

CUSTOMER EXPERIENCE is customers' emotional response to any contact, channel, or with employees. If all contact is experienced as consistantly positive, it will positively impact on SHARE OF HEART, and WALLET...  

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Contact Details

M +27 82 464 6811

Parkhurst, 2193
liezel@consumerlab.co.za

 
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