Services

Partner with our team to develop tailored strategies to boost brand patron acquisition and establish your customer journey. Our four-stage approach is designed to empower you with the tools and methods to exceed your customer’s expectations while you scale up yours.

STAGE 1

Lay the foundations for meaningful experiences

Our team creates an actionable plan to inspire an internal culture of positivity and deliver distinctive experiences across every touchpoint in the business to outperform competitors and foster allegiance with customers.

Customer experience business strategy

Purpose - Revisit your purpose and integrate the customer experience plans with your organisation’s overarching strategy and business plans.

Competitive Insights - Identify your competitors and evaluate their strategies to determine their strengths and weaknesses relative to those of your own product or service alongside global insights.

Consumer Research - Collect data on your current customers while assessing the profile for new customer acquisition.

Channels - Review marketing channels to clarify customer profiles, messaging, content, accessibility and platforms.

Customer Journey - Identify challenges and opportunities through customer experience mapping by putting yourself in their shoes.

STAGE 2

Reassess your positioning, reimagine your brand promise and refresh your perspective

To enhance the customer experience we conduct a thorough review of your current product and service, arriving at tangible solutions that will transform the customer experience. We present a number of recommended changes that consider the visuals, sounds, and all sensory elements throughout the user journey.

Product Design and Marketing

Problem Statement - We’re trying to address what this means for:

Our People
- Customers, behaviour, capability, equipment and technology.

Our Place - Physical environment, design, accessibility, aesthetics and ambience.

Our Product -  Ensuring our hero offering exceeds the needs of the customer.

Our promotion - Our message, content, platforms and accessibility of information to customers.

STAGE 3

Analyse and set performance benchmarks

Internal systems are implemented to measure the results of the customer experience strategy to the organisation.

Measure and Gather Feedback

Draft a success statement clearly defining objectives and performance metrics, to establish how we can track efforts to meet your goals.

Design a business - specific feedback plan to understand which parts of the customer experience are working and which need to be improved.

STAGE 4

Delivery

To complete the strategy loop we explore how to gather, share and implement customer feedback in a way that benefits the customer most and feeds into the ongoing customer strategy.

Organisational Results

These may include:

Profit Growth - Scaling gross profit whilst optimising bottom-line expenses to improve net profit. 

Culture Change
- Reinvigorate teams and increase employee experience, engagement, retention, diversity and inclusion. 

Brand Loyalty
- Leveraging brand awareness over competitors. 

Customer Satisfaction
- Translating to spend, frequency and advocacy. 

Grow profit