In today's highly competitive, multi-channel, multi-touch-point market place it has never been more challenging to attract and retain customers.
Any misalignment in the marketing mix - at any point along the journey - can be enough to propel your customer towards the competition.
Before we study the customer’s journey we study your customers - to ensure we understand their environment, needs, drivers and capabilities. We'll ensure that we identify their category and brand references - and the experience expectations these create.
Finally, we’ll make sure that we fully understand their communications technology capability, usage – and expectations.
Only then will we select the most appropriate techniques to capture and assess the actual experience delivered at each touch point. We’ll identify and explain the barriers - and recommend appropriate solutions.
Our qualitative and quantitative approaches include:
Accompanied and filmed ethnography
Self-ethnography using mobile or wearables
Online experience audits
However, customer experience isn’t just about identifying the most insightful form of observation and analysis.
More than just about any other form of project, it requires impactful communication back in to the client organisation, to ensure that the experience nuances that are making or breaking customer experience delivery are fully understood and assimilated by stakeholders.
That is why we work with professional editors, to turn experience footage in to compelling stories for stakeholder teams to work with.
“Any misalignment in the marketing mix - at any point along the journey - can be enough to propel your customer towards the competition”