Digital & Brand
Experiences
{ USING A CUSTOMER-CENTRIC APPROACH }
Why our customer-centric approach matters
Why our customer-centric approach matters
CUSTOMERS HAVE THE POWER TO IMPACT YOUR BRAND
Before the existence of Social Media & 3rd party customer rating sites, brands ruled the roost. Today its a little different, customers have discovered the power of their collective voice.
Books such as ‘Brand Flip’ explore how the once impenetrable power of a ‘brand’ has stumbled to be at the mercy of its customers. Although we view this as a little sensational, the points made are valid. Customers certainly have more choice, and these same customers certainly exhibit less brand loyalty. The real problem though for brands, or any business offer, is the customers’ ‘collective voice’. Negative ratings, or shared Social conversations, that point to the same inherent brand problems, creates long-lasting brand stigma in the eyes of prospective customers.
To avoid this type of negative ‘public’ feedback, we need to learn from your customers. Understanding their previous experiences and their needs moving forward. This type of customer involvement not only makes your customers feel valued, but it also caters to their needs. Whether we’re developing a website, an App. or embarking on a complete digital transformation—your customers need to come first. History has shown us that customer need is the only true north when it comes to strategic decision making.
Before the existence of Social Media & 3rd party customer rating sites, brands ruled the roost. Today its a little different, customers have discovered the power of their collective voice.
Books such as ‘Brand Flip’ explore how the once impenetrable power of a ‘brand’ has stumbled to be at the mercy of its customers. Although we view this as a little sensational, the points made are valid. Customers certainly have more choice, and these same customers certainly exhibit less brand loyalty. The real problem though for brands, or any business offer, is the customers’ ‘collective voice’. Negative ratings, or shared Social conversations, that point to the same inherent brand problems, creates long-lasting brand stigma in the eyes of prospective customers.
To avoid this type of negative ‘public’ feedback, we need to learn from your customers. Understanding their previous experiences and their needs moving forward. This type of customer involvement not only makes your customers feel valued, but it also caters to their needs. Whether we’re developing a website, an App. or embarking on a complete digital transformation—your customers need to come first. History has shown us that customer need is the only true north when it comes to strategic decision making.
David Pine – Product inventor / General Manager
Customer surveys
It astounds us, just how open and informative a businesses existing customers can be. We ask the questions and they provide in-depth experiences and feedback that is invaluable to help improve business processes and customer support. All results are accessible through a metric driven digital interface.
Customer Interviews
Most businesses have someone who has been a customer-facing representative for many years. These ’subject matter experts’ have tangible customers insights, that they are able to share with us and we are able to leverage, to help improve a businesses customer engagement.
Customer searches
Google Keywords is essentially the worlds largest quantitative research tool. We initially explore what your business offers and then we explore what your prospective customers are actually searching for. These customer insights may lead to an expansion in service offering, or an up-skilling in an area of market need.
why becoming customer-centric matters
Learning from User Insights & Customer Experiences
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