Expertise
We are research consultants specialised in the fields of customer engagement and
employee engagement. We know what makes a great customer experience and we know
what motivates employees, it is these insights and more that we use to help you
develop an engaged culture, the benefits of which are well documented.
We use a variety of different research methods to help you identify where in
your organisation you need to focus more effort in order to better engage your
customers and employees. We have comparative insight gained from working across
most sectors, and we share these perspectives with you via richly populated
benchmarking indices so that you can rate your company’s performance relative to
other organisations inside and outside of your sector.
Our involvement does not need to stop there! As experienced change consultants
we work with you and your team to implement the required changes specifically
designed to a) address the shortfalls uncovered by the research, and b) drive
increased engagement amongst your customers and employees.
Portfolio
Our focus requires that we deploy a broad range of capabilities, methodologies,
and techniques. Our portfolio incorporates:
Qualitative research
- Focus groups
- Structured interviews
- Diagnostic workshops
- Mystery shopping
- Customer experience audits
- Employee experience audits
- Customer Journey Mapping
- Customer Experience Blueprinting
Quantitative research
- Online surveys
- Telephone surveys
- Postal surveys
- Hybrid surveys
Desktop research
- Social media monitoring
- Market and trend analysis
- Competitor benchmarking
360 degree Feedback
Service Profit Chain Analysis
Strategic consultancy
- Action Planning for Engagement
- Branded Customer Experience Design
- Organisational Alignment
- Change Management
Ongoing performance management
- Voice of the Customer (VoC)
- Voice of the Employee (VoE)
- Performance Dashboard (Design & Implementation)
Learning and Development
- Executive Coaching
- Employee Training
Approach
Our approach is simple, we work with you to help your organisation be the very
best it can be.
We work on fixed price contracts with clear terms and highly defined duties and
responsibilities. There are no surprise invoices; if we have to invest more time
to complete the work, we take the hit. We inject project flexibility through
carefully monitored change control, we can incorporate new project elements or
reprioritise existing ones but you retain full project steer and budgetary
control. Our level of involvement is determined by your budgetary, resource, and
time constraints; supplementing our team with your people in a 'joint approach'
not only reduces cost, it optimises knowledge transfer and fosters self
sufficiency.
Our milestone payment schedules enable you to phase your investment over the
life of the project and since we’re in the business of customer experience, if
you’re not 100% delighted with our service and deliverables you retain the final
milestone payment, no questions asked! Our contracts include a one month break
clause; we know you will love working with us however you wouldn’t recruit an
employee without a probation period, so why should external expertise be any
different?