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FROM REC TO ROI

Six areas of expertise.

Bringing innovative thinking on customer relationship and experience to your industry, while sharing the relevant know-how, methods and tools.Innovative thinking on customer relationship and experience in your industry.

Customer value development01
Customer value developmentIdentify what each customer brings and could bring, then steer offers and teams towards that potential.Explore this area →DeliverablesCustomer value segmentation matrixTargeted account plans and sales action plansPerformance indicators (LTV, Customer Lifetime Value)Explore this expertise →
Customer acquisition & delight02
Customer acquisition & delightTurn the first contact into a moment that makes customers want to come back — in branch, on the phone and online.Explore this area →DeliverablesOnboarding journey auditsCustomer charters and memorable sales scriptsTraining in customer delight standardsExplore this expertise →
Customer engagement optimisation03
Customer engagement optimisationMobilise front-line teams so that customer engagement mirrors employee engagement.Explore this area →DeliverablesCustomer culture engagement and management programmesSatisfaction-based performance bonus or incentive policiesTailor-made training plans for front-line managersExplore this expertise →
Customer experience enrichment04
Customer experience enrichmentRethink every step of the journey from what the customer actually experiences, not from what the procedure prescribes.Explore this area →DeliverablesCustomer Journey MappingPosture Gap AnalysisCustomer experience frameworks (Service Design)Explore this expertise →
Customer loyalty05
Customer loyaltySpot dissatisfied customers before they leave and build a lasting relationship with the others.Explore this area →DeliverablesDissatisfied-customer recovery systems (Close the loop)Active loyalty and win-back scenariosFriction and churn risk diagnosticsExplore this expertise →
Customer relationship quality analysis06
Customer relationship quality analysisMeasure with neutral, reliable data, then report what genuinely enables decisions.Explore this area →DeliverablesMulti-channel satisfaction surveys and opinion barometersPhysical and virtual Mystery Shopping campaignsDecision dashboards and CX performance matricesExplore this expertise →
Customer value development
01Customer value development
Customer acquisition & delight
02Customer acquisition & delight
Customer engagement optimisation
03Customer engagement optimisation
Customer experience enrichment
04Customer experience enrichment
Customer loyalty
05Customer loyalty
Customer relationship quality analysis
06Customer relationship quality analysis
A SHARED METHOD

Every area follows the same three phases.

See our approach →
PrepareAdvisory & REC strategy set-up
ActivateFieldwork
AnalyseResults & analysis