Every $1 invested in Customer Experience brings an average
$3 in return.
of consumers will pay more for a better customer experience.
It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.
Source: Sitecore 2016; Annual Customer Experience Impact Report – Oracle 2011; and White House Office of Consumer Affairs.
… by working [back of the house], behind the scenes, alongside your team, to design and implement the processes needed to make it happen.
We examine the three stages of your customer’s journey: before, during and after their purchase.
We devise their experience at every stage (interaction, moment of truth), and help your organization deliver it.
We operate from Paris, New York and Geneva.
We conduct qualitative and quantitative research to gain insight into your customer's needs.
Then, we develop a positioning, a creative concept, and a set of marketing tools to make you stand out.
Together, we go over your customer’s journey and analyze it in real life: what needs to be improved, what could be added, and how this can be done in a way that fits your positioning.
We hold workshops with your teams to put together your service policy frameworks, we help you implement them – and we’ll reform your operations if necessary. We train your teams on customer and workplace relationships.
We create and apply the indicators to measure your perceived quality of service and customer satisfaction. We conduct satisfaction surveys and mystery visits.
We also analyze your online reputation and help you convert your customers into advocates for your brand.
Yes, if a consultant is someone who walks the walk - we don’t stop at a specialist “consultation”: we dive into your business and actually make it happen.
Change Management
Life Coaching
Customer Experience Design
Research & Survey
Marketing
Acting & Training
Customer Experience Design
Creative & Art Direction
