Understanding what your customers say about your brand, how they feel and how they plan to speak to others about your service is a key to retaining and growing your customer base.
We identify the Wows and Glitches that enhance and detract from the service experience you aspire to deliver. Providing a baseline of your current service experience enables the development of a “Target Customer Experience” across all channels of interaction. Once you know what good looks like it is then much easier to embed this and accentuate the Wow moments and systematically eliminate the glitches. Creating positive word of mouth is fundamentally about consistently keeping your brand promise and making it easy for your customers to do business with you. We identify the aspects of your target customer experience that have the greatest impact on willingness to remain a customers, spend more and recommend your services to others.