do unto others...

We care passionately about the way customers are treated and we love working with companies who feel the same. We are all customers so we know how it feels to be looked after and to be invisible.

Customers are the lifeblood of any business yet they’re often forgotten after the initial ‘sale’ has been made. Everyone likes to feel valued and respected without feeling pestered but how we perceive this through the customer experience is a complex issue.

People tend to mistrust mechanical gestures because ‘Customer Care’ trips off the tongue like ‘Have a nice day’… and the more we hear it, the less it seems to mean. But a simple acknowledgement can make a 5 minute wait feel like only 2 and offering to call someone back at their convenience could be worth far more than the cost of the call.

UK consumers are often stereotyped for their politeness, their willingness to wait patiently in queues and their reluctance to complain. But the stiff upper lip can still vote with its feet. The trouble is that without inviting complaint (or research) a company will just view customer loss as something beyond their control. It isn’t. It matters.

We help companies to understand how actual behaviour can impact on customers and how it can easily be changed to build trust and grow honest relationships.