What we offer Overview

Whether it's through consultancy, workshops, speeches or training, Smith+co can help you implement customer experience in the quickest, simplest most effective way possible. Here's what we can help you achieve:

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Strategy & Planning

We help get your team and your customer experience off to the best possible start:

  • The right strategy linked to your purpose and brand positioning.
  • A solid business case focused on key metrics.
  • A fully aligned executive team.
  • A practical road-map to implement your experience.
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Customer Insight

Absolute clarity on what target customers expect. And what drives their purchase and loyalty.

Our research tool helps you focus only on those factors that really make a difference: the values that drive customer loyalty and advocacy and the key actions you need to take to increase this.​

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Brand Promise Definition

A promise that defines what customers can expect, and provides focus for your people.

We help you define a promise that reinforces your brand positioning, builds the foundation for your customer experience and aligns the many visions, values and customer charters that often confuse and are of little practical value in leading a business.​

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Customer Experience Design

An experience that is intentional, consistent, differentiated and valuable to target customers.

​We help you define what you need to do to deliver your brand promise at every touchpoint. And, most importantly, which touchpoints to ‘dramatise’ so that they become hallmarks for your brand.

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Employee Alignment

Motivated employees with the knowledge and skills to deliver the experience; supported by the right products, processes and technology.

Most organisations do training, yet fail to deliver a great experience. We create differentiated training that enables your people to deliver a differentiated experience. We also help you create a blueprint to align people, product and process.

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Customer Experience Measurement

A scorecard and metrics linked to your strategy and financial targets, enabling you to sustain your effort long-term.

​We help you monitor your performance on the key drivers of customer loyalty, and align your financial reporting and your KPIs. This ensures you reward people for the right behaviours and the effort is sustained.

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And finally...

What we don't do is project-lead or manage your end-to-end implementation.

If you take more control of the process, you build stronger commitment and more sustainable results. We will gladly advise on the ‘how-to’, but the smith+co value is in the expertise we bring just where and when you need it.​

Services at a glance:

CEM Consultancy

Strategic and tactical advice where and when you need it

CEM Speeches

Keynote Speeches

Customer Experience Speakers

Conference & Panel chairing

Executive seminars

Food-for-thought events

Webcast & video

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Branded Training

Branded training to enable your people to deliver your experience

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Not sure what's best for you? Give us us a call or drop us an email


t: +44(0) 207 064 4775

e: jd@smithcoconsultancy.com