We help you nourish your customer relationships.
Sales & Customer Experience
Customer Experience is your customers' holistic perception of their experience with your business or brand. The result of every interaction (Customer Engagement) a customer has with your business, (from navigating the website to talking to customer service and receiving the product/service) is creating the Customer Experience.
Customer Experience focuses on more than just the end sale, it's about everything the customer feels and thinks during the entire process.
Customers want to be valued and seen as individuals and, for this reason, we’re specialised in analysing Customer Experience and Engagement, using ad hoc auditing tools and Behavioural Economics principles.
Exceptional Customer Experience is one of the loyalty pillars and improves customer retention.
“The key is to set realistic customer expectations, and then not to just meet them but to exceed them - preferably in unexpected and helpful ways.”
Richard Branson
Would you like to:
Boost Customer Loyalty?
Identify Upsell and Cross-sell Opportunities?
Bolster Business Growth?
Enhance your Brand Reputation?
Prompt Word of Mouth Recommendations?
Identify Communication Bottlenecks?
More Customer Acquisitions
Word of mouth marketing is not a new concept. However, the rise of digital and social media have made this form of marketing exceptionally powerful. Companies today rely on the goodwill of their customers to spread the word about their businesses.
Better Customer Engagement
Consumers trust businesses they already know, with customer engagement encouraging more interactions and building mutually beneficial relationships.
Companies are reaching out to their existing customers with value-added propositions.
Increased Customer Conversions
An existing, satisfied customer is more likely to buy than a new prospect. So it’s a good idea to design a customer experience that can create a life-cycle of feedback and product offerings. It will increase conversion rates. However, the main objective should not be to increase revenue. Rather, companies should prioritise relationships.
Reduced Cost of Service and Marketing
A CX-centric approach can have built-in checkpoints helping companies take a more customer-centric approach to marketing. Companies collect data, create business analytics and understand the market dynamics. It lowers costs, while increasing sales and customer satisfaction.
Improved Crisis Management
Trust is a pillar of great customer experience. When customers trust a business, they are more likely to communicate any complaints directly. This enables a company to manage its brand reputation.
Increased Customer Loyalty and Retention
Exceptional customer experience builds a foundation of loyalty and improves customer retention.
Customers are willing to pay more for the same products and services if they feel the companies are providing extra value through interactions. And companies that provide extra value are rewarded with long-term loyalty.