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
- Customer Experience ·
The secret to ensuring your customer experience strategy becomes a reality
When implementing a CX strategy, it often requires the culture to become customer-centric and able to ‘Stand Firm’ in the face of competing pressures and agendas. Without the full sponsorship of the CEO and the board, this shift in mindset and culture is likely to fail.
- Brands ·
The myth: A strong brand can be used to prop up a bad business
Brands are often credited with powers they simply don’t have. Chief among them is the idea that, a strong brand (or strong advertising) could mask the deficiencies of a bad business, acting as a sticking plaster to ‘apply’ and cover up myriad ills.
- Customer Experience ·
How to beat a bear market? Invest in your customers.
We see many examples of companies panicking and cutting costs haphazardly, so here are our top tips for managing in a recession and emerging even stronger.
