Our solutions
Discover what your customers are going through
Understand what customers experience throughout their interactions with you to learn from what can be improved.
Mystery Shopping
Improve your customers current experiences or create brand new experiences (e.g. launch a new product or in-store attraction) through detailed analysis of customer-business interaction points.
Customer journeys
Find the words that reflect what you want your clients to experience to engage your staff and identify the evidence that will allow you to verify that your goal is being achieved.
Customer ambition
What do your clients think?
Gather feedback from your customers in a simple way and leverage this data to identify areas for improvement.
Satisfaction studies
Identify all sources of information already available in the company (emails, complaints, chats, etc.) and structure this information so that they can be used and learn from the customers experience...
Customer Voice Devices
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What do your customers buy?
Evaluate your offer to find out who your customers are, what needs you meet (and what is missing), how your products or services are perceived as such but also in relation to what your competitors offer.
Positioning your offer
What are your needs? What benefits are your customers looking for? What problems are they trying to solve by using you? Answering these questions will help you find solutions to increase the value of your offer and generate more revenue.
Value proposition
New technologies and trends are changing consumer habits and making it possible to do business differently. Working on the business processes allows you to assess whether your approach to your market is still appropriate and how it would be possible to evolve.
New Business Model
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What are your clients asking?
Different customers have different expectations. Knowing your customers allows you to adapt to your customers to better sell and achieve satisfaction.
Managing expectations
Setting up a service catalogue and processing processes according to the types of clients and their requests allows to improve the interactions between the services, to reduce the delays and costs of processing, differentiate service levels based on the value of customers to have visibility on volumes and who does what.
Request management
Put the customer at the center of your organization
Change practices on a day-to-day basis to integrate the client with all new members of the company, whether in the development of new products, recruitment or evaluations, internal communication, the impact of all projects, etc.
Client culture
How to sell or advise a customer, how to make a phone call, how to handle a difficult customer are some examples of customer-oriented training. These trainings are useful for all employees to understand the role they have to play in customer satisfaction whether they interact with them or not.
Customer relationship training
Too often the operating modes result from internal constraints (organization, limits of tools or conflicts between departments or entities). Redefining processes from the customer view allows everyone to rally around the same goal and eliminate the superfluous.
Customer oriented processes
The goal of a tool is to make it easier for your employees to deliver a better experience to your customers. The importance of choosing and implementing a tool is therefore paramount in order to avoid that you have to adapt to the tool instead of the tool adapting to you.
Implementation of tools
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