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Consulting Service

Customer Experience

Customer Experience

Deliver a triple play of results: happier customers, employees and shareholders 

Customer Experience

Leading companies know that great products are necessary but not sufficient: In today’s world, you have to deliver great customer experiences in order to succeed. We call our approach Simple & Digital.  We provide the expertise and tools that help you figure out what matters most to customers, and equip your team to deliver delightful experiences while simplifying processes and eliminating costs. These efforts will yield happy customers, happy employees and happy shareholders — a triple play of results that you can measure and accelerate through the Net Promoter SystemSM and our breakthrough benchmarking service, NPS Prism®.

To win in today’s world, one must make experiences simple and digital

The Simple Metric That's Taking Over Big Business

Net promotor Score: a basic measurement of customer sentiment is now used by two-thirds of the Fortune 1000

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Client Results

Client Results

~3,000

Simple & Digital projects completed worldwide

Insights
How to Come Out Stronger from the Covid-19 Crisis: Accelerate Simple and Digital
The ongoing shift to digital customer experience just hit fast-forward. Here are the components for a bold plan to catch up to changing customer behavior.
Brief
A Customer Experience Leader’s Checklist for Responding to Covid-19
The coronavirus pandemic is reshaping how customers and businesses interact, especially on digital platforms. This checklist can help CX leaders map a path forward.
Infographic
Servizi Finanziari
Breaking the Bank: RBS Remakes Retail Operations Around Customer Loyalty
After nearly going bust, the bank has regained stability and growth by following the customer lodestar.
Brief
Telecomunicazioni
Telcos’ Coronavirus Game Plan for Serving Customers
Telcos can take strategic actions to better serve customers in the new normal and quickly emerge from the Covid-19 crisis stronger.
Snap Chart
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Featured Team Members

Gerard du Toit Partner Boston

Frédéric Debruyne Partner Brussels

Michael Brookshire Partner Dallas

Luiza Mattos Partner São Paulo

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Net Promoter, NPS, NPS Prism and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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