Delivering an unforgettable customer experience is what all businesses should be striving for, regardless of their size or sector. ’Good’ is no longer enough, consumers demand the best, and those that don’t step u[p to the challenge will find them-self forgotten.
Forester has again shown that business that commit to improving Customer Experience (CX) see larger growth and greater customer retention
Realise will help ensure you ensure you still exist are you plan,
create and deliver these best in class experiences.
We use data and insight to inform the creative use of technology and back this up with award winning campaign activity to deliver moments that engage and delight your audiences.
Delivering real benefits
Yes, you need the right CX strategy. One that will drive real business benefits for your company.
Our approach and thinking is based around understanding human needs and behaviours.
We’ll identify the areas of your business (customer or business facing) that need to evolve to meet your customer expectations. We then plan and implement a strategy which will deliver the best possible customer experience, to meet your business objectives and goals. Digital is likely to form a key part of the plan but our work may identify quick wins that might impact other areas such as business processes.
So how can we help you design and implement a memorably positive customer experience?
What do my customer want
Understanding how a visitor, prospect or customer currently engages with your business or brand is the first step to establishing what you need to improve to meet their expectations.
Our team of user experience professionals will interview your key internal staff to understand their view of the customer, including analysis of your key segments and personas and any existing insight and data you have.
We’ll then validate this with real customers.
Why? Because the internal perception can be vastly different from what a customer or potential customer really thinks.
Combining internal perception with the voice of real customers will develop actionable insight. Insight that is then used to create experiences that place the customer front and centre of everything you do, across all touchpoints.
Finding pain points in the journey
We’ll map each stage of the customer journey to understand each step and action they take when interacting with your business. These journeys may differ by segment, so we’ll consolidate, prioritise and optimise each step to ensure your most valuable customers are catered for first.
Keeping your business goals in mind
Our customer experience and strategy team will help establish exactly what it is you want to achieve as a business and then understand what it is you should deliver to meet customer experience expectations. This may be different to the original brief or idea, but we’ll help develop the solution that meets the objectives of both your business and your audiences.
Mapping out the future
Agreeing a starting point