Voice of the Customer

The world is changing. People are changing. Will you meet them there?

This is how you shift gears

Voice of the Customer

Meet Consumer Psychology Lab

Now is the time to be curious, to question, and to listen. Get an honest, real-world picture of what your customers are experiencing.

This is how you shift gears. Enhance your offering, or change how you talk to your customers. This is how you hold on to them. In the busy times – when business is booming or when you feel the pinch – you do not have time to listen. This is where we come in. Let us tap into the thoughts and feelings of the people that are the heartbeat of your business. Because when we do, we find out first-hand what worries them about your business, giving you the opportunity to fix it in time.

The Consumer Psychology Lab is about listening to people. We know that every customer interaction, every buying decision, every brand recommendation… is a human one.

We confirm what you are doing right, so you can do more of it. We share our discoveries with you – of hidden opportunities and gaps that nobody else is seeing. And when we say customers, we are also talking about your employees. Their state of mind feeds into your brand culture and your customers’ happiness. Do you have a clear view of their realities?

How do we listen?

Listening to your customers

We would love to listen to you first. Let’s schedule an online meeting today.

  • We craft, send, and analyse spot-on surveys that get you incisive feedback.
  • We have 1-on-1 telephone conversations – this is what our team of empathetic, highly trained customer experience interviewers do best.
  • We facilitate customer discussion groups to get a deeper understanding of their experience.
  • We design and manage your unique customer feedback ecosystem, empowering you to hold on to your customers and grow your business.

Are you ready to listen?

Let us help you…

We are a boutique customer experience consultancy with a passion for helping our clients thrive in a challenging marketplace: by creating a more human connection with your customers. 

1. hold on to loyal customers,
2. attract new ones, and
3. activate your most valuable asset, your employees.

Know your customers

We talk to your customers individually or in groups to get a clear picture of their problems, expectations, and experience.

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Get customers’ feedback

We create surveys or have our CX interviewers have in-depth conversations with your customers about their experience.

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Empower your staff

We train your team to serve your customers with empathy and create the desired brand experience.

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Fix customers’ problems

We provide a platform to integrate with your CRM to respond to any feedback to close the loop or to design around recurring issues.

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Measure progress

Our real-time dashboards show experience and business metrics. We reveal deep insights, not just data.

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Design customer journeys

We help you get a clear view of your customers’ needs at every touch point along their journey, or even create the ideal journey.

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