Improved Customer Experience

While our specialism is in quantitative insight, we recognise the importance of qualitative insight to surface unmet customer needs and integrate that vital research into our analysis.

The Challenge

As customers spread their interactions with brands across platforms and channels, understanding and improving customer experience can become increasingly challenging.

The most successful organisations are often those that are able to understand the key positive and negative experiences quickly and apply that back to product, marketing and customer service strategy and execution.

For many of our clients, mapping how the customer experience is tracked and impacted by different areas of a business is in itself a barrier to improvement. And arriving at a holistic view of experience when the data is siloed across different business areas is often a challenge.

The Solution

Customer Understanding – We fundamentally believe that improved customer experience comes from improved customer understanding. Our data science team apply a variety of techniques including customer segmentation and sentiment analysis to build robust data-driven personas.

Commercial Understanding – We bring statistical and commercial rigour to testing and personalisation, making sure the levers being pulled are the right ones and that the outcomes are quality as well as quantity.

Benchmarking & Optimising – Our PRISM strategic consulting methodology gives our clients a robust framework for benchmarking and optimising how customer experience is measured and the efficacy of the levers for improvement.

Execution – Then our data engineering capabilities allow us to come close to those channels and platforms to implement techniques such as personalisation and recommendation.

Why Lynchpin?

While our specialism is in quantitative insight, we recognise the importance of qualitative insight to surface unmet customer needs and integrate that vital research into our analysis. We typically collaborate extensively with internal and external teams on customer experience projects.

Our senior team couple in-depth experience of service design methodologies with a successful track record in improving customer experience in a variety of industries.

Case studies

As an independent, full-service analytics consultancy, our team are flexible – equipped with a range of practical experience, skill, and commercial awareness.