OUR SERVICES

Brand Visibility. Relationship Building.

Customer Experience.

To achieve business success through outstanding B2B customer experience,
your clients need to be the driving force behind all of your decisions and interactions.

WHY CUSTOMER EXPERIENCE MATTERS

EASY TO FIND. EASY TO TRUST. EASY TO DO BUSINESS WITH.

We will partner with you, using our experience in customer service, marketing and streamlining operations to ensure your business is

Easy to Find, Easy to Trust and Easy to Do Business With, from your client's perspective.

Brand Visiblity
Easy to Find
Relationship Building
Easy to Trust
Customer Experience
Easy to Do Business With

“As customers continue to adopt new channels, businesses that want to deliver an exceptional customer experience must monitor the digital communication landscape and have a strong presence on their customers’ preferred channels.”


— Mitto

EASY TO FIND

The Client Perspective: When customers are researching their next purchase, they want to find the information they need quickly and easily. 


Having a visible online presence, with a website and social media pages that are easy to find and use, with useful content, can help make their search a lot smoother.

BRAND VISIBILITY

Having an active online presence and making sure your brand is seen regularly is crucial for staying top of mind with customers.


To achieve this we use search engine optimisation (SEO) tools combined with high-quality content delivered on the right channels for brand presence. Additionally, we use a variety of strategies such as content marketing, media relations, social media management, and email marketing to increase brand visibility.


"There aren’t that many business clients that will say ‘You know what, I’m comfortable signing a contract with a company that I’ve hardly ever heard of before."

— Professor John Dawes, Ehrenberg-Bass Institute

RELATIONSHIP BUILDING

The Client Perspective: B2B customers are happier when they can buy from brands they have a relationship with, especially for mission-critical purchases.


Making sure your clients are regularly exposed to your brand, in the right place at the right time and in the right way, helps build trust and keep you front of mind. 


EASY TO TRUST

Building a relationship with your clients and understanding their needs is essential for creating trust and an experience that delivers across all areas.


Using a combination of techniques including segmentation, audience/persona mapping, messaging, feedback surveys and more we will work with you to build a comprehensive picture of your client and their needs and pain points at each stage of their buying journey. 

“When you serve the customer better, they always return on your investment.”

— Kara Parlin

EASY TO DO BUSINESS WITH

The Client Perspective: The nature of B2B relationships goes beyond the transactional. B2B customers want a trusted, reliable partner that knows them and their business well enough to help solve their problems.


Make sure you understand your clients inside and out. And that every interaction reflects this.

CUSTOMER EXPERIENCE

Once you have a better understanding of your clients, and visibility for your brand, making sure your client's experience delivers on your promises is the final piece of the puzzle.


We can help you manage this throughout the customer journey from reviewing the visitor experience on your website, through to mystery shopping your enquiry and follow up process, through to making sure your customer-facing operational processes are working for both customers and employees.


“You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?”

– Annette Franz

DEEPER LOOK CX REVIEW

Our Deeper Look CX Review will help you get a deeper insight into key areas of your current customer experience and, if required, provide support with any improvements you want to make.

Each review can be delivered as a standalone project or combined with other reviews to provide the foundations of your overall CX strategy and ongoing program.

The Process

Discovery call

During the discovery call we will talk through your objectives and any specific areas you'd like help with. 


We will then decide together what area the review will focus on based on what the priorities are. 


We will also discuss what you want as takeaways from the review and who on your team should be consulted.

Review

The focus of the review work will determine whether we use desktop research or live workshop sessions (in-person or online), or a combination of both.


We will use a variety of tools and techniques to analyse the current situation, discover what your clients' needs are and find the gaps between the two.

Takeaways

The review takeaways will be based on the objectives. Here are some typical examples:

  • Customer feedback review: Mystery shopping report, customer survey design, delivery and feedback analysis
  • Employee engagement review: Employee feedback survey design, delivery and analysis with recommended next steps
  • Website review: Executive summary report including SEO and usability recommendations
  • Messaging review: Message map for use in brand guidelines and internal training
  • Customer journey review: Customer journey map showing company interaction points and potential pain points
  • Customer onboarding review: Process map and team training session


GET IN TOUCH

Helping you reach your business goals is our top priority. Tell us more about your current aims, and we'll recommend the next steps for you. 

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