As one of the UK’s leading customer experience consultancies, we know that an outstanding customer experience is at the heart of every successful business and is the key to driving long-term business growth.
We help companies develop a distinctive and compelling brand vision before designing a customer experience that brings that vision to life. As a result, our clients benefit from happier, more loyal customers and a healthier bottom line. Don’t believe us? Just ask the likes of David Lloyd, The Revolution Group and Greene King.
Find out more about our customer experience agency credentials and our client experience below. Or, if you’re ready to get started, contact us to discuss your requirements.
The customer experience is the sum of all the interactions a customer has with your brand and it is key to driving long-term customer satisfaction, happiness, loyalty and advocacy.
A great customer experience aligned to your brand vision results in:
As one of the FT’s leading management consultancies, we create irresistible customer experiences that teams are proud to deliver (see our employee experience partner page for more on this). To do this, we follow a rigorous and insight-driven process.
Step one: Explore
As a team of consumer market research specialists, we are driven by insights. During our exploring stage, we’ll immerse ourselves in your business and through a mixture of qualitative and quantitative research, we’ll unearth the different perceptions, opinions and behaviours of your customers. This provides us with a thorough understanding of where your brand sits in the market and the effectiveness of your current customer journey.
Step two: Vision
You can’t create an incredible customer experience without a brand vision that sets out who you are, what you stand for and where you are going. If you don’t have a clearly defined and compelling brand vision, we’ll work with you to develop one via our interactive visioning workshops (did we mention we are also a brand strategy agency?). Then we will test that vision and refine it until your customers get you. And remember you.
Step three: Align
Armed with your new (or existing) brand vision, we’ll run alignment workshops with your team to ensure it is reflected across every single element of your customer experience. We’ll look at what the problems are in your existing customer journey and develop solutions for overcoming them before developing a list of brand basics (a checklist of everything your brand must deliver at every stage of the customer journey). Then we’ll team up with our innovation experts to develop some ideas to really WOW your customers (we call these brand amplifiers).
Step four: Measure
There is no point in investing in your customer experience if you don’t measure the effectiveness of it. Our industry first Brand Alignment Monitor™ (BAM) tells you where the brand is really coming to life in the customer experience, which areas need more focus and how likely customers are to recommend and revisit your brand. Put simply, it keeps track on how well your brand is performing so that you can continually improve and optimise.
Every decision we make and every recommendation we offer is based on what the data tells us.
Developing your customer experience should be a collaborative process and we’ll involve you every step of the way.
Founded in 2000, we are team of highly experienced brand, research, innovation and change experts with a track record of delivering success.
We are proud to have helped create irresistible customer experiences for some of the UK’s most iconic brands including Alton Towers and LEGOLAND. Join the list.
“‘The successful repositioning of Slug and Lettuce began with some insightful, no nonsense research from Brand Vista which showed us where we were and where we could go. They helped us envision a future for the brand by developing a realistic positioning that is compelling for customers and inspiring for our team and a Customer Experience which delivers it in spades! The whole process was fast, fun and very effective”
We’d love to chat