Make meaningful connections with
your customers
Service brands live or die by the customer’s experience and how they deliver their promise.
We join the dots and work with you to develop excellent customer experiences that distinguish your brand and grow your business.
Great customer experience allows you to stand out from competitors
- Higher customer lifetime value
- Higher customer retention
- Reinforced brand equity
- Improved customer satisfaction
- Improved efficiencies
- Cost savings
- Improved decision making
- Improved employee satisfaction
We help you build customer-centricity to drive commercial value
We are in a dynamic time. Change is rapid and exponential. This can create a widening gap between your business and the market, impacting growth and future success. Customer centricity is a constant process of anticipation, design, and implementation. That’s where our CX solutions come in.
UNDERSTAND
Know your customers, know their needs
DESIGN
Optimising customer experience to deliver on your brand promise
MEASURE
Creating a CX measurement framework to inform decisions and drive action
ENGAGE
Empower your employees to drive customer experience
GOVERN
Creating a customer experience governance structure
ENVISION
Building a strategic framework to manage CX transformation
LEAD
Estabishing CX leadership to embed customer centricity
Client stories
We have been connecting brands with customers for over 20 years.
“W5 extensive experience in CX transformation strategy formulation and implementation was a key factor in the success of our customer centricity workplan. Their process of stakeholder engagement through all stages of the process was very effective and the customer centricity summit a real success in securing the Senior management team ‘buy in’ to the customer centricity agenda. The CX audit is a key deliverable allowing us to track progress over time “
“W5 has helped us develop a customer-centric culture that is delivering significant benefits in terms of customer satisfaction, employee engagement and overall business performance. It has helped us put customer feedback at the heart of our improvement processes so that we are more able to exceed expectations.”
Start the conversation
Get in touch with the W5 team about
customer experience management
