Customer Experience

We help you reimagine your customer experiences to create simpler, more engaging journeys for your end-users – whether you call them customers, clients, service users or stakeholders. Our approach is holistic, considering every touchpoint in the customer journey. We aim to eliminate friction and create seamless interactions that not only meet but exceed expectations.

Customer Experience Consultancy

Customer Experience Consultancy

Better end-user experience

Customer experience is particularly important for purpose-led organisations. Healthcare, housing, vital technology, dealing with emergencies, helping those in vulnerable situations. These experiences aren’t just important – they are profoundly impactful for the people who experience them. Customer experience is vital for purpose-led organisations because it directly impacts their reputation, stakeholder relationships, and ability to fulfil their mission. A positive experience can lead to increased awareness, engagement and advocacy. A poor one does the opposite – making things more difficult for your team and end-users. We help organisations on a mission to create engaging, positive experiences for their end-users.

Plan

Customer Experience Strategy

We work closely with you to develop a comprehensive customer experience strategy. We will conduct an in-depth analysis of your current customer journey, identify areas of improvement, and devise innovative solutions to enhance customer satisfaction and loyalty. Our approach is data-driven and customer-focused, ensuring that your business delivers a customer experience that is both effective and memorable.

Understand

End-User Value Mapping

Our customer value mapping service involves a detailed examination of your customer’s journey, from the first point of contact to the final transaction. We “walk the journey” your users would, identify key touch-points and moments of truth, and evaluate how effectively your service delivers value to your customers. This allows you to pinpoint areas for improvement develop new approaches to enhance the overall customer experience.

Reimagine

Customer Journey Mapping

Our customer journey mapping service provides a holistic view of your customer’s experience. We chart each interaction, from initial discovery to post-purchase engagement, to identify opportunities for improvement and innovation. This comprehensive analysis enables us to craft personalised journeys that resonate with your customers, enhancing their overall experience with your brand.

Create

Customer Experience Programmes

Make experience the heart of your culture. Our customer experience programmes are designed to transform your customer interactions into positive and memorable experiences. We provide training and support to your team, equipping them with the necessary skills to improve experiences. We monitor and evaluate effectiveness to ensure continuous improvement in customer satisfaction.

Customer Experience workshops

Workshops on CEX

We offer a range of workshops designed to inspire and educate while catalysing customer-centric action. Our workshops help you embed key customer experience skills within your teams and offer an opportunity for debate, problem solving and innovation. All our workshops can be customised and run on-site or virtually.

Reducing Customer Effort Workshop

Reducing Customer Effort

Our workshop exploring how to reduced customer effort and improve the customer experience. Grounded in years of experience making services easier and more accessible to end-users.
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Agile Customer Journey Mapping Training Workshop

Agile Customer Journey Mapping

This Agile Customer Journey Mapping workshop take key principles of Agile and applies it to customer journey mapping. Helping to make iterative, feedback-driven improvement to your customer experience.
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Customer Experience tools and models

Tools to improve your experience

Check out these models and frameworks to help you develop your customer experience.

Customer Personas

Customer personas are fictional, generalised representations of your ideal supporters, donors, or beneficiaries. Personas help bring your demographic data to life.
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Customer Experience principles

Experiences matter


In our role as consultants, we consistently adhere to three fundamental principles of a better end-user experience. These guiding principles are always at the forefront of our approach when we work to enhance the customer experience for our clients.

Customer centric in action and perspective

At the core of our philosophy, we firmly place the customer (whatever you choose to call them). Every strategy we devise, every decision we make, is deeply rooted in our commitment to prioritising the customer’s needs and wants. We hold a steadfast belief that the key to achieving organisational success and achieving your underlying purpose lies in thoroughly understanding and effectively meeting the unique needs of your customer.

Value continuous Improvement

We are staunch believers in the transformative power of iterative refinement. We are not content with the status quo, but instead, we are always on the lookout for opportunities to improve. We actively and consistently seek feedback from a variety of sources, learn valuable lessons from it, and then apply these insights to enhance the overall customer experience. This cycle of feedback and improvement is a continuous process that we believe leads to excellence.

Champion empathy and understanding

We make a conscious effort to step into the shoes of your customers, to see the world from their perspective. To understand their needs and expectations on a deeper level. By empathising with customers, you are able to design and create experiences that truly resonate with them, that speak to their unique situations and satisfy their individual needs. It allows you to build stronger, more meaningful relationships with your end-users, which is essential for effective services.

Outcomes from a better Customer experience

Better experiences for the people who use your service


Purpose-led organisations play a crucial role in addressing various societal and environmental issues. Enhancing their end-user experience can significantly benefit their operations and impact. Below are six positive outcomes that NGOs and not-for-profits can expect from investing in customer experience services:

Increase Engagement

Stronger Relationships: By providing a seamless and personalised experience, customers feel more connected to the cause, which can strengthen their long-term commitment.
Better Communication: Tailored experiences ensure that users are kept informed and engaged with the impact of their contributions, which can encourage further donations.

Enhance Trust and Transparency

Build Credibility: A positive customer experience helps to build trust with stakeholders by ensuring that interactions are consistent, reliable, and transparent.
Accountability: Clear communication about how funds are used and the outcomes achieved fosters a sense of accountability and integrity.

Improve Retention

Satisfying Involvement: A streamlined and positive interaction system can make the volunteer experience more enjoyable and satisfying, leading to higher retention rates.
Personalised Opportunities: Customising volunteer roles and communication to align with individual skills and interests can increase engagement and commitment.

Greater Advocacy and Awareness

Word-of-Mouth Promotion: Happy stakeholders are more likely to promote the efforts of your organisation, leading to increased awareness and advocacy for the cause.
Social Proof: Positive experiences can lead to testimonials and case studies that serve as social proof, attracting more support.

Higher Efficiency and Lower Costs

Streamlined Processes: Improved customer experience comes with more efficient processes, reducing time and cost spent on administration.
Automation of Tasks: The introduction of customer experience technologies can automate routine tasks, so staff can focus on more impactful activities.

Broader Reach and Support

Expanded Audience: A good customer experience can attract a more diverse audience, expanding the reach and base of support.
Partnership Opportunities: Positive interactions can lead to collaborations with businesses and other organizations, opening up new resources and networks.

our Background in customer experience

Better, smoother experiences for your users

We have experience helping improve customer experience across a wide range of purpose-led organisations: Nonprofits & NGOs, Charities, Social Enterprises, Purpose-Led For Profit and Government agencies. All working towards a better world in their own way, and giving their end-users the experience they deserve in the process.

Customer Experience Approach

Experiences built on the stuff that really matters


Improving experience for end-users is not just a business imperative, it’s a strategic move that can lead to more profound and sustainable impacts. We believe that by focusing on the quality of interactions with all stakeholders, purpose-led organisations can amplify their mission and extend their influence much further.

Deep Understanding

We have a comprehensive understanding of the unique needs and challenges faced by purpose-led organisations.

Strategic Planning

Our team is skilled in developing customer-centric, strategic plans that focus on enhancing customer experiences and improving efficiency.

Technology Integration

We are adept at integrating the latest customer experience technologies to streamline processes and automate routine tasks.

Personalised Approach

We tailor our strategies to align with the specific needs and goals of each organisation, ensuring a more effective and impactful implementation.

Stakeholder Engagement

Our team is proficient in engaging with various stakeholders, fostering stronger relationships and promoting greater advocacy.

Cost Efficiency

We prioritise efficiency, helping organisations to reduce costs while improving their customer experience.

Data Analysis

We leverage data to understand customer behaviour and preferences, enabling us to design experiences that truly resonate.

Continuous Improvement

We believe in the power of iterative development, constantly refining our strategies based on feedback and results.

Training and Support

We provide comprehensive training and ongoing support to ensure our clients are equipped to deliver exceptional customer experiences.

Start improving customer experience today

Get in touch to see how we can help you enhance your customer experience.

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