Customer experience

We’re one of the best customer experience consultancies in the country. That means we know how to keep customers happy, and how key it is to your business growth.

So, how do we do it? First, we’ll help you build unique, compelling brand vision. Something that really screams you. Then we’ll design a customer experience that brings that vision to life and leave you with more loyal customers and a healthier bottom line.

Just ask David Lloyd, The Revolution Group or Greene King.

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What do we do?

The “customer experience” is all the ways a customer deals with your brand. Done right, it keeps your customers satisfied and happy and keeps them coming back for more.

A great customer experience aligned to your brand vision results in:

  • A more profitable, satisfied and loyal customer base
  • A better reputation
  • A happier workforce proud to deliver the customer experience
  • A healthier bottom line
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Working with us

In four steps, we can help you build an irresistible customer experience. Something your workforce are genuinely proud to deliver (see our employee experience partner page for more on this).

Step one: Explore

We’re research specialists. In other words, we really love insights. To get the best, we’ll explore your business. We’ll use a mixture of qualitative and quantitative research to find out all the different perceptions, opinions, and behaviours of your customers. Then, we’ll know where your brand sits in the market and just how effective your current customer journey is.

Step two: Vision

We’ll take that research and work on your brand vision. Your brand vision should show who you are, what you stand for and where you’re going. If you don’t have one already, you’re one of the lucky ones. You’ll get to work with us in an interactive visioning workshop where we’ll create one for you. Then, we’ll test it and refine it. Ready for your customers to get you. And remember you.

Step three: Align

Then it’s time for our alignment workshops. We’ll work with your team to align your brand vision and customer experience across every part of your business. We’ll look at your problems, come up with solutions and put together a list of brand basics. That’s a checklist of everything your brand has to deliver at every stage of your customer journey. Then it’s over to our innovation experts to come up with some ideas that your customers will love (we call these brand amplifiers).

Step four: Measure

After all that, we’ll test how effective it was. Our Brand Alignment Monitor™ (an industry first) can tell you where the brand is coming to life in the customer experience. It’ll tell us which areas need a little more work and how likely customers are to recommend and revisit your brand. Put simply, it keeps track on how well your brand is performing so that you can continually improve and optimise.

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Why us?

We love insights

Every decision we make and every recommendation we offer is based on what the data tells us.

We work with you

Every bit of building your customer experience will be done with you.

We know what we’re doing

We’re experienced brand, research, innovation and change experts with a track record of getting it right.

We have happy clients

We’ve created great customer experiences for some of the UK’s most iconic brands including Alton Towers and LEGOLAND. Join the list.


“The successful repositioning of Slug and Lettuce began with some insightful, no-nonsense research which showed us where we were and where we could go. They helped us envision a future for the brand by developing a realistic positioning that is compelling for customers and inspiring for our team and a Customer Experience which delivers it in spades! The whole process was fast, fun and very effective”

– Nicola Pryce, Marketing Director – Slug & Lettuce

See our case studies and related services below, or

Get in touch to start a project