Customer experience enrichment

Rethink every step of the journey from what the customer actually experiences, not from what the procedure prescribes.

01 — THE CHALLENGE

There is often a gap, invisible from head office, between the written procedure and the experience actually lived in the field. Direct, neutral observation is the first condition for closing that gap.

02 — WHAT WE AIM FOR

Rethink every step of the journey from what the customer deeply experiences and feels, in order to remove irritants and design smooth, intuitive journeys that generate positive emotions.

03 — METHOD

The three phases of a REC project.

PrepareAdvisory & REC strategy set-upUnderstand your business, audit the existing situation and create tailor-made assessment approaches, perfectly suited to your industry.Understand your business, audit the existing situation and create tailor-made assessment approaches.

ActivateFieldworkDeploy our field programmes (on site, by phone or online) to reflect precisely what really happens in front of your customers.Deploy our field programmes to reflect what really happens in front of your customers.

AnalyseResults & analysisMeasure the gaps using neutral, reliable data, and deliver strategic dashboards to guide your decision-making.Measure the gaps and deliver strategic dashboards.

04 — PROGRAMMES & DELIVERABLES

01Customer Journey Mapping

02Posture Gap Analysis

03Customer experience frameworks (Service Design)

05 — FROM REC TO ROI

01Improve the customer journey

02Identify and win back your dissatisfied prospects and customers

03Strengthen the effectiveness of customer knowledge

04Earn and capitalise on your customers' satisfaction

05Retain and engage your customers over time

06 — CASE STUDY · PUBLIC SERVICE · RECEPTIONTraining front-desk staff from field evidencePreliminary observation, training, six-month follow-up check.Read the case study →