customer experiences with soul
People who are driven to create great experiences for customers & colleagues alikeareas of focus
- Who are my customers?
- Customer journeys & touchpoints
- Customer types: what do they need, what would they love?
- Hi-tech vs hi-touch: emotional CX
- Brilliant basics
- Turning complaints into assets
VerbatimPlayback®
We have a unique tool that adds real impact and memorability to our programmes. Actors embody your customers and employees. Bring their real, inner thoughts, views and opinions to life. Your people can interact, question and engage.
Powerful stories in intimate encounters. Create immediate and lasting change.
A brilliant tool that draws on our experience producing and directing the Edinburgh institution ‘The Big Bite-Size Breakfast show’ for 15 years. Click here to see some handheld shots of the actors/characters in this conference in action…
A Living Ethos
Clear, shared values and real understanding of what key customer segments need and value.
Capability
Knowledge, skills and behaviour to lead and deliver compelling experiences.
Processes
Brilliant basics that support people to deliver great experiences, not distract or disempower.
Andy O'Sullivan, Stadium Director, Tottenham Hotspur FC
“Nicholas and his team helped us get to a high level of performance very quickly.
Major UK Supermarket Retailer
“There were over 80 events often running concurrently. In order to meet this challenging rollout schedule, there needed to be a large team of actors who could all represent the views of the colleagues in a consistent way. The quality and commitment of the whole team was exemplary from the very first event to the very last. These events would undoubtedly made less of an impact had it not been for the VerbatimPlayback® concept and the talent and determination of the team.”
Read the latest from our blog
More Human Or More Digital? A Question Of Balance
It was great running a 90-minute breakout workshop at the Future of the Contact Centre Summit last week. In my session we explored how the human and digital/technological need to be kept in balance by focusing on personal values and wellness as key drivers of...
