Customer Experience Improvement


It's all about Repurchase, Referrals, Security and Privacy

 Bain and Co: A 5% increase in customer retention can increase a company’s profitability by 75%.

 A German internet service provider faces a €9.6m ($10.6m; £8m) fine after being accused of failing to carry out tough enough customer ID checks. 

Those numbers are scary

Additional Information

 If those numbers don’t surprise you, then Gartner Group: 

80% of your Company’s future revenue will come from just 20% of your existing customers.”   

 and from a privacy/data breach point of view :

CNBC:  "Paige Thompson, accused of stealing the data of 100 million people" 

Customer Service requests come in many forms and your staff need to be ready to control and respond to these: The Wall Street Journal: “..analysts forecast the Global Customer Experience Management market to grow at a rate of 20.79% over the period 2020-2022. One of the key factors is the increased number of customer touch points.

We help you to:

  • Build a responsive platform for Customer Service including Social Media, email, chat, phone.
  • Improve customer repurchase rates.Increase customer referrals/references.
  • Identify the areas which frustrate your customers, and work with your team to remove them.  
  • Build a privacy-aware Top-Floor to Shop-Floor customer service culture.

Are you concerned about data breaches from your Service Team? 

GDPR has brought "Privacy by Design" into the forefront - not just software design but for internal service-desk processes also.  It's not only large companies who are being hit with penalties: 

European Data Protection Team: Danish Data Protection Agency proposes a DKK 1.2m fine for Danish taxi company, 


Benefits of Engaging with Us

Additional Information


  • Proven methods of providing great Customer Service across multiple channels.
  • Objective and proven Customer Loyalty measurements.
  • Associate Member, Association of Security Consultants.
  • Project starts need for staff to be away from the office.
  • A clear picture of how your Customers currently view your business and ongoing trend analysis.
  • Your staff deal with complaints before they get to you, leaving you more time to run the business.
  • Day to Day performance dashboards.
  • More loyal customers, higher % referral rate
  • Ongoing performance monitoring and reporting to Board level.