Customer Experience
Now more than ever, every interaction you have with customers is critical. We have coined the phrase, "Me2B" - where the customer, not the business directs the relationship. Interacting with customers in the way they want is an essential business strategy. You must create positive customer experiences to fulfil a range of customer needs.
Omni Channel
We have worked across a whole range of customer interaction channels and have specific methods and tools to apply to each. We understand the issues and opportunities associated with each channel but also the complexities associated with integration to achieve a positive Omni channel customer experience.
Effort Reduction
In our view the customer is more and more in control of what they want and how it should be provided to them. Meeting their needs is therefore of growing importance. We look at ways of reducing the effort our clients' customers need to go, to buy and use goods and services.
Hierachy of needs
The main idea in David Jaffe's book “Your Customer Rules” is one of a “hierarchy” of customer needs. We use this framework during a diagnostic to assess things like “do you make it easy for a customer?” and do you “give them choices”? From this we develop a Customer Experience strategy.