Services

/Services

Emotional States Metrics

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How angry was the Customer? All Customer Experiences are emotional. But most organisations are almost blind to the subject. Why because they lack the language to describe emotional states and the metrics to measure how successfully they are dealing with them. How angry is angry? Angry enough to stop coming into your store or [...]

Customer Experience Design and Engineering

Our business is about designing your organisation to reduce cost and increase the value of each contact with each customer. It is about what is going on now and how large organisations design strategy around it. Customer Experience Design is about understanding how the latest trends in innovation may impact your model and about using [...]

Bigger than the internet

CUSTOMER POWER & SOCIAL ME CUSTOMER POWER - It is the arrival of the practical ability of customers to set the organisational agenda in every area of activity From social responsibility to support through channels of their choice with SLA’s that they dictate. It is being practically demonstrated everywhere and is increasing in both frequency [...]

Customer Loyalty

There is no silver bullet in measurement or Customer Loyalty Best practice is becoming poisonous in a number of ways because of the disruptive innovation of ease of access to functionality and channel. Even the latest tools and strategies in Customer Insight and Loyalty seem to become less effective more quickly in what is becoming [...]

B2C Sales

Business 2 Consumer Sales & Service to mass consumers We help design a range of B2C activities From proposition development to thought leadership we help organisations to understand their customer experience from the customers point of view and to create Sales Pipeline and Marketing Awareness. We define successful strategies to help you manage your market [...]

B2B Sales

Business to Business Sale of High Value Products & Services We help design a range of Business to Business activities from Market Management to Thought Leadership From proposition development to thought leadership we help organisations to understand their customer experience from the customers point of view and to create Sales Pipeline and Marketing Awareness. We [...]