"Financial Marketing has become part of our business – experts in making our marketing stand out, skilled at pulling out the USPs in client case studies, adapting to the different sectors we work in with ease."
CUSTOMER EXPERIENCE
Blaze Your Trail
Former Disney CEO Michael Eisner once said that “A brand is a living entity — and it is enriched or undermined cumulatively over time, the product of a thousand small gestures.”
The quality and consistency of the interactions your customers and your channel partners have with your brand, through your employees, systems, processes and products, are business critical.
However, offering an exemplary customer experience is a major challenge, especially during times of constant change. It is therefore essential to delve deeper and deliver valuable insights into customer and partner motivations, attitudes, perceptions and behaviours.
Our Customer Experience (CX) programmes map the end-to-end customer journey across all channels, platforms and touchpoints – from pre-purchase (awareness, research, attraction, interaction) to purchase, and post-purchase (use, cultivation and advocacy).
We conduct qualitative voice of customer / channel (VoC) research to provide actionable insights on key ‘moments of truth’, the areas of pain or gain that matter most to your customers. We will present a detailed report of the findings, with full analysis and clear recommendations fully evidenced by verbatim customer quotes.
The resulting plan will define and prioritise actions that will lead to increased customer loyalty and advocacy, while reducing friction throughout the customer journey.
As part of your ongoing CX programme, we will measure the impact of resulting operational improvements through quantitative benchmarking research, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS) metrics.
Contact us to find out more about how our Customer Experience programmes can drive your competitive advantage.
