Winning in the age of experience

Every experience has the potential to make or break a relationship. Success comes from creating memorable experiences that deliver your brand promise - in the moments that matter.

So how can you create memorable experiences that unlock growth?

We help you transform your organisation to become truly customer-centric. From defining your CX strategy, to embedding customer feedback throughout your organisation, activating change and monitoring business impact. We use advanced analytics to help you understand ROI, and partner with leading technology platforms to help you activate the voice of the customer.

 

Our areas of specialism:

Win with powerful customer relationships

Providing a complete understanding your competitive positioning and where to focus investments, relationshipTRI*M is an essential tool for developing and evolving successful customer strategies.

Creating memorable customer moments

transactionTRI*M measures emotional responses to key moments of interaction along the customer journey, and identifies the improvements that will help you build profitable customer relationships.

Empower your employees to create winning experiences

TRI*M HiPO (High Performance Organisation) is a comprehensive employee research framework that monitors your organisational performance. It identifies your strengths and priority improvement areas to help you drive engagement and create business success.

How we’ve helped our clients

Drive customer spend through improved service

Customer Strategies, TRI*M, Automotive

The issue

An automotive manufacturer in Germany sought to improve and standardise the quality of after-sales services, to increase cross-selling opportunities and encourage customers to upgrade.

Our approach

With insights from TRI*M we developed action-planning workshops for dealerships that focused on their specific drivers of customer loyalty. We prioritised the actions required, according to their business impact.

The insights

Our workshop approach enabled strong buy-in from client-facing employees. The specific action plans helped to improve operational efficiency and quality for each dealership.

The impact

Dealerships participating in the TRI*M workshops significantly improved their customer retention and were much more likely to meet the manufacturer’s defined quality standards.

Fight churn through customer centricity

Customer Strategies, TRI*M, Technology

The issue

A leader in telecommunications network equipment and services in Germany was losing revenue and customers from an important B2B segment. The business had limited budget to address the issue, putting its growth strategy at risk.

Our approach

A TRI*M survey assessed key drivers for relationship strength. Mirror analysis compared customers’ service experience with employees’ perception of their performance.

The insights

Customer retention levels were low - much lower than the competition and among the bottom third of the TRI*M database. Results showed an urgent need to clarify the responsibilities of sales and project management. Employees overestimated their performance and underestimated the need to deliver better customer service.

The impact

Delivery improvements at key customer touchpoints generated an estimated value to the business of over €35 million through significant churn reduction, increased average spend and customer advocacy.