Customer Experience and Engagement Consultancy
iCustomerExperience is all about helping organisations to
better understand their customer experiences and working with them to improve
their capabilities in this area so as to drive customer engagement and
operational profitability.
The approach is simple. We deploy a number of traditional and innovative
research methods to help you objectively determine what your customer experience
is like – what your customers think about you, how you make them feel, and
exactly how their actions are impacting on your company’s bottom and top line
revenue. Using comparative insight and benchmarking, we then tell you how your
customer experience and customers’ perceptions compare to other organisations.
We then work with you to help you improve on both of these benchmarks and be the
very best you can be!
Our engagements are simple, flexible, and outcome focused; they are designed to
ensure that you start realising benefits from day one. Our experience is broad
from working with clients across a wide range of sectors; but also deep from
hands on experience of helping companies build fantastic customer experiences.
Employee Experience and Engagement Consultancy
iEmployeeExperience helps organisations drive employee
engagement by enhancing the employee experience. Engaged employees deliver
amazing customer experiences and drive customer engagement and profitability.
Using a wide range of traditional and innovative research methods we uncover
exactly what your employees think and how they feel about their experiences as
an employee. We look at how their behaviours are impacting your organisation’s
ability to meet its mission and objectives. We uncover their motivations in
order to determine how engagement levels can be increased. We then help you
implement the changes that will deliver increased engagement amongst your
workforce.
We have a wealth of knowledge and experience from having worked with both public
and private sector organisations; and we are passionate about helping companies
build and realise the benefits of an engaged culture. We adopt a phased approach
to all of our projects, helping you to stage your investment and recognise
returns from day one.
Service Profit Chain Consultancy
i360Research puts hard figures on soft measures. We analyse
the entire service profit chain in order to help companies understand the
complex linkages between employee engagement, customer engagement, and related
organisational barriers and enablers so as to uncover a rich source of untapped
financial and competitive opportunities.
As customer engagement and employee engagement experts we are uniquely
positioned to analyse your entire service profit chain to deliver invaluable
insight and targeted, actionable recommendations that enable you to increase top
line revenue, reduce costs, gain competitive advantage, make better informed
decisions, and uncover barriers to organisational success.
We leverage your existing research data where possible to keep costs to a
minimum, and we embark on a process of research, detailed mapping, and scenario
analysis to uncover the drivers, influencers, and barriers throughout your
entire profit chain, together with the correlation and causational relationships
between key variables.
We then work with you to create action plans specifically designed to bring
about low risk and cost effective change in the areas identified as needing
further effort in order for your service profit chain to operate optimally and
increase your company’s profitability.
