If organisations want to survive and thrive in this new era of branding, they need to ensure that they are a customer-orientated business...
Today’s customers are empowered and enabled by the technology they have access to, which has caused the need for a shift. Brands need to move from the ‘transmit’ mode through to the ‘engage and deliver’ mode - and customer experience should be at the heart of this transformation.
Gala Bingo did just this, and have since experienced some amazing results. Instead of siloing the organisation, they speak the language of the whole business, and engage customers at each and every touch point...
They have been one of Europe’s most successful gaming operators and trusted household names in the gaming industry for the past 25 years. Up against the changing behaviours of consumers, they needed to evolve and develop their offering for customers old and new.
To ensure Gala were able to hold onto their incredible reputation and deliver consistent market growth, we worked alongside the brand and other third parties to create a brand new customer experience concept. A concept aimed at preventing friction and breaking down barriers between potential and existing customers…
By listening to customers, employees, and executives, we were able to build an effective customer experience blueprint to help Gala implement the concept across each of their clubs.
Download your case study and find out how the new customer experience concept and CX blueprint helped Gala:
Grow admissions by 10 percentage points
Increase Gross Profit by 10 percentage points
Boost income by 6 percentage points