Services

Customer Experience Assessments that bring your customers' experiences vividly to life. We immerse ourselves in your service and convey experiences with rich, detailed narrative. From assessing the customer experience at a leading Spanish Bank to exploring the opportunities in major UK shopping malls and charting the supporter experience in UK football, we go further. Our network of 'real people' knocks the spots off the 'box ticking' mystery shopper approach. Why? Simply because mystery shopping only validates what's felt to be important internally. We come at it from a different angle ...

... and these new perspectives make our linked Customer Experience Events work at two levels. They provide a multitude of 'quick wins' and other easy improvement opportunities, but they also create an appetite for change. We take you on a journey. On the face of it, you're there to explore the importance of the customer experience with us as facilitators, so a series of exercises exploring the importance of the 'customer view' and identifying opportunities does not come as a surprise. However when we unexpectedly present our unique Customer Experience Storyboards to you, the 'shock' of the revelation of the 'real' customer experience has a galvanising effect on all present. No longer are we discussing small operational improvements, but discussing how we re-design the organisation to revolve around the customer experience. We've been in rooms where you could hear a pin drop and also stood by while Operations Directors have punched the air with delight! As the Chief Operating Officer at a major Premier League Football Club observed: 'this is the first step in developing our supporter strategy'.

Key Notes, Chairman, After Dinner and Facilitation services from one of Europe's leading customer experience experts and author of Retails of the Unexpected and Inconvenience Stores.

For more information, call us now on 07740 701598, 01274 603727 or send us a message.

What's a typical engagement for Us?

Mark explains:

Typical's not the word! A recent engagement saw us provide detailed feedback on the customer experience at a large Shopping Centre for someone visiting for the first time. What it revealed was that while the team working in the Centre itself was providing an excellent level of care, many of the opportunities that emerged related to 'first impressions'. We were able to highlight quick, low cost improvements in areas such as the website, telephone answering and car park access and egress, none of which had previously been considered as having an impact on visitor advocacy levels.

Having completed assessments of the family experience at all 72 Football League Clubs we worked with our partners Cragrats to design an event to share the learning. At this event, which was held at a major stadium, we employed actors to reproduce some of the experiences our assessors had encountered and invited participants, who thought they were attending a simple seminar, to explore this 'journey through the match day experience'. Simply summarising the feedback from the programme would have worked at one level, but by exposing people to the detail we created a real impatience for change. Clubs such as Huddersfield Town, winners of the Football League Family Club of the Year for League One, attribute their success to this 'impatience'.

We worked with the Government's Knowledge Transfer Networks (KTNs) to apply our approach to a future scenario: how could technology enhance the visitor experience at the 2012 London Games? To achieve this we applied our approach to future scenarios and organised a workshop where stakeholders took on the persona of a selection of visitor types. The resulting storyboards helped isolate specific improvement opportunities while underlining the need to anchor development around the customer needs.

And we're now adapting our approach to engage some of the North's largest businesses in understanding the benefits of a low carbon economy as well as taking our approach to improving the football supporter experience overseas.

"It's all about getting a different perspective' says Mark Bradley. 'There's no denying that working in an organisation for any length of time can condition you in some unhelpful ways, so getting a real customer view can refresh the parts other exercises can't reach. Our USP is an ability to make customer feedback drive strategy and culture change."