Customer
Experience
Stand out from the competition through a distinctive end to end customer experience
Smith+Co, a Caffeine partner, offers specialist expertise around customer experience.
We help you create a customer experience that is consistent, differentiated, builds loyalty and turns customers into advocates.
We work with people who manage brands, both large and small, across a range of sectors, worldwide.
And we’ve specialised for long enough to know what works – and what doesn’t.
Customer Experience Strategy & Design
Decide where and how you deliver your brand promise.
Branded Customer Experience Training
Give your people the knowledge and skills they need to deliver your brand promise.
“Smith+Co helped us turn high-level brand strategy into specific elements of a new branded customer experience that could be delivered in complex operational situations. Their ability to draw on a broad range of perspectives from within and outside our sector helped us raise the bar on what to deliver and consider new ways to make it happen.”
PETE GOWERS – CEO, IHG
Insights
- Employee Experience ·
Richer Experiences Make Richer Brands
There’s no such thing as the perfect brand. However, our decades working with leading brands to help them with their brand experience, have shown us that there are clear winners across every market and in every sector. These are the brands who stand up, stand out and stand firm. And with a full trophy cabinet and a much-studied business model, Richer Sounds is undeniably one of these brands.
- Brand-led Business Strategy ·
What Matters Most
Our work to help clients to identify and deliver what matters most has led to Caffeine partner Smith+Co being awarded The UK’s Leading Management Consultants 2022 by the FT. This is the 3rd year in a row we have won this award and we are particularly proud of it. This is because, unlike other awards, nominations are taken directly from peers and then clients which shows they value the work we do.
- Customer Experience ·
‘There are no customers in the office’ – the benefits of talking to strangers.
Fear of rejection stops us from making the first move. It stops us from speaking to people we don’t know. But think about the first time you met your best friend, your life partner, your long-standing client. All the best relationships start with someone being brave enough to make the first move and someone reacting positively to the person who had that courage.
