SERVICES
BESPOKE
CONSULTING
Bespoke consulting designed around your business requirements.
As with all our services, we work collaboratively with you to understand your business, its strengths and challenges, then make recommendations to improve, and maximise operational efficiency.
Some of the ways our consulting service can help…
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Market Research - gathering information about your consumers' needs and preferences
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Optimise existing, or implement new, customer management platforms, and, contact channels
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Understand, and reduce reasons for customer contact
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Review an existing, or implement a new, customer experience/service strategy
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Review existing, or implement new, customer policies and processes, including those that require regulatory considerations such as GDPR
And many more... please get in touch to discuss your specific needs.
CUSTOMER EXPERIENCE REVIEW
This Customer Experience Review consists of a 300+ point review of your customers' experiences; before, during and after purchase.
Understanding these stages of your customers' journey is essential in helping you remove blockers and prioritise future development phases.
As this review is tailored to your business, it doesn't matter what services or products you offer, your size, whether you're online, in store or multi-channel.
You'll be provided with a comprehensive review of your customer experiences, highlighting your successes, showing you areas you can improve and recommending where to start.
These recommendations can help drive an uplift in sales, conversion, average order value, customer satisfaction and customer retention. Ultimately helping you grow your customer base and be more profitable.
With understanding comes opportunity, so why wouldn’t you want to know what your customers' really experience?
It’s essential for business success, it ultimately impacts the bottom line.
CUSTOMER JOURNEY REVIEW
If you're not ready for a full 'Customer Experience Review', then perhaps a review of a particular customer journey, which needs refinement, is the place to start.
This Customer Journey Review will provide you with a complete understanding of the pain points within a specific journey. It'll highlight your successes, show you areas you can improve and recommend where to start.
As this review is tailored to your business, it doesn't matter what services or products you offer, your size, whether you're online, in store or multi-channel.
By removing blockers on the customers path to purchase, you’ll drive an uplift in sales, conversion, average order value, customer satisfaction and customer retention. Ultimately helping you grow your customer base and be more profitable.
For a more in depth review of your customer journeys, before, during and after purchase, we recommend the 'Customer Experience Review'.
CUSTOMER INSIGHT
Bring the voice of the customer into your organisation!
Whether you need a one off or a regular measure of customer feedback/insights, we’ll provide you with all the answers you need for a deeper, actionable understanding of what customers want from you.
Some typical questions you might want answers to:
- Who are my customers?
- How satisfied are they?
- What do they love and what are their pain points?
- What products or services are they interested in?
- Do they plan to return?
- Would they recommend me?
Often, even if you think you know these answers, there'll be something new and thought provoking.
By listening to your customers and improving customer satisfaction, you'll assist in driving an uplift in sales, conversion, average order value, customer satisfaction and customer retention.
Whatever you need to know, we’ll get you answers. Simple as that! we’ll also help you prioritise any areas of focus.
EMPLOYEE INSIGHT
Your employees are also key to a successful business, therefore, it's important to bring the voice of the employee into your organisation too!
We’ll provide you with all the answers you need for a deeper understanding of how your employees really feel, what will increase employee engagement, productivity and lifetime value.
As with any feedback service we provide, we'll work together to ensure you get the answers you need and help prioritise any area's of focus.
CUSTOMER SERVICE TRAINING
Train your employees to look after the most important people in your life; your customers!
Sadly we can’t stop issues arising, however, we can train your people to manage your customer expectations and positively represent your brand. Remember, a customer who had an issue which was satisfactorily resolved is more likely to share this positive experience, thus assisting with customer retention and acquisition.
Appreciating that everyone learns differently, our training courses incorporate multi-faceted teaching styles that engage with all learning styles, i.e. visual, auditory, and kinaesthetic.
We tailor training by incorporating your customer insights and brand values. We also teach the skills, competencies, and tools needed to better serve your customers so they derive more value from your products and services.
Customer Service Training is essential to improve customer support and satisfaction so let us help with all your training needs.
Whether you require training 1 on 1 or in larger groups, based on your specific needs we’ll create something just right for you. We also offer team building, mentoring and coaching.
Customer Service is an opportunity to connect with your customers, build confidence, offer advice, and solve problems.