- Focus groups
- Journey mapping workshops
- Customer feedback
- Desk research
To understand how your customers interact with your brand, we collect heaps of data to scan for valuable clues.
We assess your company’s Customer Experience status, in other words how mature is your organisation in terms of customer centricity. This helps you to know how aligned the leadership team is and identify potential gaps, typically in the siloes between the respective business units’ performance measures.
We also review the current Voice of the Customer in terms of what your customers’ pain points are and how these are addressed to help you design a strategy that would help to transform your business into a true customer-centric business.
Because it is important that the experience must be consistent when your customers interact with you, we review every touchpoint with your brand, i.e. Omni-channels.
We look at any existing internal research to gauge the level of employee engagement which is a key driver of a successful Customer Experience transformation process. We help you to design an appropriate VoE to help with understanding how your employees feel about your brand and working for your company. This has a direct impact on the levels of customer experience and the ability to grow your business and retain your market.
We also use biometrics to measure your customers’ subconscious preferences and behaviour towards your brand, such as their likes and dislikes around your advertising or promotional experiences and even how they navigate your website.
The process to become truly customer-centric, and bear the fruits of this differentiation, cannot start without understanding what the status quo is. The assessments and audits will help you to know where our are, in designing where you want to be.