Brick and mortar meets digital
In this increasingly digitalising industry it is crucial to continuously test, measure and challenge the customer experience across all channels.
Managing services across offline, online and hybrid journeys requires insights into the actual experience of customers.
A holistic approach to capturing customer experience
Real estate developers live and die by their reputation and the trust they convey. Word-of-mouth is consistently named the number one reason for choosing a developer.
We will help you see through your customers eyes from the sales process to the construction phase to the snagging and handover rituals all the way to the living experience; identifying pain points and how to mitigate them.
What happens when things don't go according to plan?
Measuring the standard customer experience to ensure it is effortless and focused on the entertainment is only step one.
We specialise in testing different scenarios that go beyond the beaten path to challenge the response the unforeseen.
Customers expect to enjoy themselves, but it is in how we handle these unusual situations that we have the opportunity to delight them.
Setting new standards
Hospitality is often synonymous with highly standardised procedures and often aims for consistency across multiple sites.
We work with you to measure precisely the aspects that set your operations apart from the rest and go beyond to uncover when and where the experience can be enhanced.
A tool to increase CX not to punish
Retail employees often see mystery shopping as an enemy that they need to outsmart.
We will help you to build a mystery shopping program that has the buy-in of the store employees by being a tool to enhance the customer experience.
Only by ensuring that mystery shoppers remain anonymous can we hope to uncover the real experience of your customers.
Making the intangible measurable
The beauty industry is increasingly dependent on conversion from online channels. We can help you understand how to improve the journey from online inspiration to in-store purchase.
Inside the store the experience lives and dies with the atmosphere, personal touches and key moments of delight. We will uncover these and how to activate your brands potential to deliver truly great CX.
Understanding how your customer feels
A fashion purchase is driven by an emotional response, so it is vital that we control how our customers feel during their journey. We can help you understand the emotional reactions of your customers.
The customer journey doesn't start and end in the store, so we look beyond it's boundaries to the include digital aspects of the experience.
An approach that understands all customers not just one
Your customers come to your destinations with different mindsets, motivations, needs and wants. We will help you decipher how a different trigger affects the customers behaviour and therefore their experience. By exploring the customer experience from these different angles we can uncover the hidden pain points your customers face.
Stepping into your customers shoes
An industry that is so focused on delivering services to their clients, but rarely takes the time to understand the actual experience of their customers.
For the eduction industry mystery shopping works best in combination with shadowing and interviews to uncover what customers go through at different stages. A big picture approach is required to affect meaningful change as the relationships go beyond company-customer.
We will help you better understand your customer and make short-term and long-term improvements to your CX that will set you apart from the rest.
A multi-channel approach to get the full picture
Telecoms have to communicate and provide services to their clients through a variety of channels. Our methodologies are build around measuring across different touchpoints to get the full picture of your customer experience.
Small improvements can have a big impact and minor pain points can add up to dissatisfy customers. We sweat the details to help you optimise processes and eliminate inefficiencies.
Classic KPIs often hide the real issues customers are facing. We will help you uncover them.
Elevating the experience beyond the essentials
When your customers are your citizens and residents, reliability is paramount. But we should aim beyond fulfilling what is expected of us and try to delight and inspire through thoughtful and pro-active service delivery.
We can help you stress test your operations, identify opportunities to delight and optimise digital solutions.
Setting yourself apart with a customer centric
In Healthcare safety always comes first and continuously verifying that procedures are upheld is key. We will establish a program that lets you check and uphold the highest safety standards.
However when customers get to choose their healthcare providers they expect safety and look for more, for personalisation, for a human connection, for a feeling of being taken care of, for an atmosphere that puts them at ease and makes them feel comfortable. A million aspects go into forming these impressions and we can help you uncover them in order to elevate your customer experience.