Our cause-effect model, CustomerView, focuses on how customer behaviours are influenced by customer engagement (Continuance and Affective), brand experience/image and the points of interaction between customers and an organisation.
CustomerView reflects the latest thinking on customer engagement, gives strategic and tactical insights, uses advanced analytical techniques for uncovering the drivers of engagement, provides a comparative evaluation against competitive benchmarks, develops an engagement profile of a company’s customer base, produces actionable results, and is a management tool designed to guide, inter alia, customer strategy.
Our solution has been applied across industries and markets, enabling longitudinal as well as cross sectional comparisons. It is not a “black box” nor an “off-the-shelf” solution. We customise CustomerView to an organisation’s structure and needs, prior to carrying out a programme.