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Customer
Expectation Gap
We review your customer journeys to identify the gaps between their expectations and their experiences. These gaps then provide prioritised action plans to drive truly customer-led strategies and impactful creative campaigns.
Most Customer Experience strategies look solely at behaviour from the past. Shifting our focus to Expectations allows your Customers to imagine their future.
The answers are always there - but sometimes you need to shift your perspective to see them.
One simple process
Understand the challenge
Collaborative briefing session
Brief write up
Desk research
Internal interviews
Customer
research
Customer interviews
Focus groups
Surveys
Usability testing
Analysis and recommendations
Customer Journey Mapping
Expectations RAG doc (TIM)
Actions Workshop
Why do you need to know your Customer Experience Gap
A more accurate and detailed understanding of the Customer
Prioritised action plans to simplify marketing plans
See the things that traditional approaches miss
Data shows a picture of the past, understand the future needs of your customers
Map impact across your own customer journeys and understand the blackspots
Understand where you are doing well, as well as areas to improve
Unify internal stakeholder views with a single source of customer truth
Augment existing customer data points (ie. sales, NPS etc.)
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