Query & Probe

Identify strengths and weaknesses, analyse, diagnose, recommend action

Delivering excellent experience is all about reducing pain and injecting empathy – while that sounds simple it takes a bit of work!

CUSTOMER JOURNEY MAPPING

The customer journey is a series of interactions with your organisation. To gain insight into how customers experience your business, you need to understand their actions, thoughts and feelings at every touch-point including before they connect with you way after you’re “done” as well.  Not everything your customers experience is visible to you. Customer journey mapping gives you the chance to step into their shoes, and understand how each aspect of their experience fits into a larger whole.

Why you need it

NOT ALL STEPS ARE CREATED EQUAL….so don’t evenly distribute your scarce “business improvement funds” across all stages of a journey.  A great journey map is a recipe for maximising customer experience with zero regret investment.

How it works

  • We identify the main touch points and interactions that occur when a typical customer experiences your business. Importantly we find out which touch points matter to the customer most.
  • The focus is on emotional insights – a qualitative assessment of how your business ‘feels’ to customers.
  • From here, we highlight opportunities for improvement, and how your strategy and policies can reposition you for growth.
  • The results go beyond better customer experience, they include improved efficiency, more motivated staff, and streamlined costs.

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ENTERPRISE DATA

Your business generates multiple streams of data at any given time – but chances are you are not making the most of it. Get the best return on investment with an enterprise data audit.

Why you need it

There is often significant value buried in existing organisational data, but it takes time, effort and speciality analytics to unearth it and find the golden nuggets.

How it works

  • We work with you to design and conduct an information audit
  • We gather all the survey results you already have to hand, combining them with other sources of data from across your organisation, including KPIs, employee turnover and loyalty data.
  • Our team identifies helpful insights from this data, including any data you might be missing and any information gathering processes that could benefit from a redesign.

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ANALYTICS, INSIGHTS AND REPORTING

Data on its own can be valuable. Data that is put to use in the right way is invaluable. Many businesses collect their own customer survey data but miss the chance to extract its full value.  We specialise in developing exception reports…why look at everything  when you really just need to know what to fix or what to celebrate!

Why you need it

Data analysis can be unwieldy and accuracy is essential. Our experienced team of specialists provide comprehensive reports to help you make the most of the data you already have but perhaps are not using.  Now that’s a great way to improve your return on investment!

How it works

  • Our team of insights specialists look at your existing data, working with you to develop a data frame. They’ll help you extract value, spot what is missing and fill in the gaps.
  • We tailor reporting to reflect what you need to drive action in your business, at the frequency and via the medium that suits you best – real time, periodic, high level dashboards or detailed data tables.
  • You also receive briefing sessions and ongoing training and feedback, to ensure you get the maximum benefit from each report.

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