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Customer Experience

Designed around customer needs, not simply fixing the status quo.

In a fast moving world it is not effective to assume the current service offering aligns with customer needs, and simply polish existing touchpoints or use customer journey analysis to patch-up tactical gaps in the purchase process. We innovate  and design the customer experience around a  precise understanding of what customers really value.

Many customer experience programmes  also fail to align the increasingly complex cross-functional teams that actually create and deliver millions of fleeting customer experiences, so we have a proven framework that connects everybody to customer expectations. We then permeate the framework through, not just internal communications and training, but the entire HR process, so that a world-class customer experience remains consistent and sustainable.

Gabriel's Wharf, London with dolphin sign