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iCustomerExperience is a division of i360Experience, the customer and employee engagement experts.
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Customer Engagement
Looking to drive customer engagement and company profitability by delivering fantastic customer experiences? Let us help you.

Learn more at
iCustomerExperience
Employee Engagement
Looking to better engage your employees and empower them to deliver amazing customer experiences? Let us help you.

Learn more at
iEmployeeExperience
Profit Chain Analysis
Looking to put hard figures on soft measures and uncover new and untapped sources of commercial and competitive advantage? Let us help you.

Learn more at
i360Research
Connect with us to get all the latest news and insights into customer engagement.
Expertise
 
At iCustomerExperience we know what makes an amazing customer experience. We work with companies to help them build emotional connections with their customers and deliver the kind of experiences that have the power to engage them and transform them into true brand advocates.

Our research toolkit has a wealth of methodologies and techniques that have been specifically designed to help you identify what your customers think about you, how you make them feel during their interactions with you, how engaged they are, and how they can be influenced and motivated to become more engaged with your brand.

Our experience gained from working across the majority of sectors, both public and private, has given us significant comparative insight, and we share these perspectives with you via richly populated benchmarking indices enabling you to rate your customer experience and customer perceptions relative to those of other organisations inside and outside of your sector.

If you are visiting our website and reading about what we do, it is unlikely you are looking for customer insight for insight’s sake. Research is most valuable when it is deployed to drive improvement. That is why we work with you to translate the insight we’ve obtained for you into practical and cost effective improvement initiatives that have measurable success criteria, tangible benefits for your organisation, and a clear return on your investment.
 
Portfolio

Our focus requires that we deploy a broad range of capabilities, methodologies, and techniques. Our portfolio incorporates:

Qualitative research
  • Focus groups
  • Structured interviews
  • Diagnostic workshops
  • Mystery shopping
  • Customer experience audits
  • Customer Journey Mapping
  • Customer Experience Blueprinting
Quantitative research  
  • Online surveys
  • Telephone surveys
  • Postal surveys
  • Hybrid surveysd
Desktop research  
  • Social media monitoring
  • Market and trend analysis
  • Competitor benchmarking
Strategic consultancy
  • Branded Customer Experience Design
  • Organisational Alignment
  • Change management
Continuous improvement  
  • Voice of the Customer (VoC)
  • Performance Dashboards (Design & Implementation)
Learning and Development  
  • Management Coaching
  • Employee Training
Approach

Our approach is simple, we work with you to help your organisation be the very best it can be.

We work on fixed price contracts with clear terms and highly defined duties and responsibilities. There are no surprise invoices; if we have to invest more time to complete the work, we take the hit. We inject project flexibility through carefully monitored change control, we can incorporate new project elements or reprioritise existing ones but you retain full project steer and budgetary control. Our level of involvement is determined by your budgetary, resource, and time constraints; supplementing our team with your people in a 'joint approach' not only reduces cost, it optimises knowledge transfer and fosters self sufficiency.

Our milestone payment schedules enable you to phase your investment over the life of the project and since we’re in the business of customer experience, if you’re not 100% delighted with our service and deliverables you retain the final milestone payment, no questions asked! Our contracts include a one month break clause; we know you will love working with us however you wouldn’t recruit an employee without a probation period, so why should external expertise be any different?
Helping you emotionally connect with your customers, build amazing customer experiences, and transform your customers into powerful brand advocates.
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