The challenge

It is hard to keep customers loyal: switching brands has never been easier, consumers use social media to report on positive and negative experiences and expect brands to listen and act on the fly, younger consumers generations are 'stimulation junkies' looking for new experiences every day, and there have never been more touch points to manage.

Our vision

Building client happiness takes more than just delivering against consumer expectations. It requires creating remarkable experiences that touch emotions and drive conversations across every possible consumer touch point. Positive recommendations are the core driver of growth, so 'wowing' customers is the new acquisition. That is why these are our core beliefs when it comes to customer experience research:

• The customer journey as our starting point: we need to integrate all possible sources of relevant feedback, whether structured or unstructured, solicited or unsolicited
• Capturing moments of truth: we apply in-the-moment mobile research applications to get more reliable and emotional responses on brand experiences
• Understanding how consumers spread the word: as consumers trust each other more than any other source, we structurally embed conversations about meaningful experiences in our research
• Providing immediate feedback to frontline staff: as consumers expect brands to react almost instantly, we close the loop by turning data into action, allowing organizations to act on information immediately

Putting it into practice

We help organizations build client happiness by:

• Developing a strategic vision on customer experience based on insights into what drives monetary and conversational value of customers
• Tracking performance of touch points over time
• Providing an actionable road map for improving experiences and touch points

We are proud to be able to support great brands such as ING, Nokia, and SkyTeam in their efforts to make this world a better place for consumers.