Customer Experience Plus

We can give you clear insights into what your most valuable customers expect from a world-class supplier in your market.  Businesses need to operate at world-class levels today to remain competitive.

Research shows that 80% of customers who leave a supplier have previously said they were satisfied. It’s a high risk strategy to rely on a Customer Satisfaction rating of “Satisfied” to retain your customers. You need your most profitable customers to score your organisation 9 or 10 on a 10 point scale, where 10 = World Class products and service. By creating a Unique Customer Experience turn your customers into Advocates who will recommend you.

Our Customer Experience Plus (CEM+) methodology was devised by internationally recognised Guru, Shaun Smith.  Using CEM+ we research your target customers to establish their key expectations and perceptions of how your organisation delivers on these.

We then use this strong data to help you make evidence-based decisions to develop and deliver a Customer Experience that will differentiate you from competitors, increase customer loyalty and attract more customers through referrals.

Customer Relationship Management (CRM) systems are important tools but only deliver optimum value when driven by a Unique Customer Experience.