“93% of customers expect that brands be purpose lead or values driven ”

PSFK 2018 Consumer Experience Report

Understanding the Current State

Today’s consumers have adopted widespread distrust of legacy institutions, driven by a progressive mindset and a higher need for self-sufficiency. In response, brands need to position their products and services alongside purpose-driven initiatives that simultaneously elevate customers and accomplish global good. We help our clients focus on making 3 major shifts: move from optimal profitability to sustainable profitability, develop a collaborative spirit instead of competitive one and be move away from shareholder value to shared values.

Connect the Dots

Many companies have large numbers of disjointed customer-satisfaction surveys. Often one department measures customer satisfaction at a highly granular level, while the marketing department looks at a more holistic touchpoint-measurement system. The problem: the two measurements fit together poorly, making it impossible to connect dependencies between certain touchpoints and overall impact. A more holistic measurement strategy starts with an integrated measurement model in which all customer-experience metrics along touchpoints and journeys flow up to a top-line metric.

“Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need. Quarterly earnings reports require executives to look back. They don’t articulate management’s vision for the future. Investing in customer experience requires a view into the future.”

Laurence Fink | Co-founder and Chief Executive of BlackRock | 4.6 Trillion in Assets

Benchmark against competitors and leaders

Many companies suffer from myopia in measuring customer experience. Companies often hyperfocus on their own performance and small pain points, and they do not spend enough time looking at how they stack up against others—not only their nearest competitors but also companies that are best in class in customer experience within and outside their sector. This exercise is powerful in triggering bigger and bolder ideas to improve customer service and experience.

We help you move from a mind-set of optimizing existing capabilities to one of innovating new approaches and solutions to gain new skills in serving customers better.

Choose the right Measurement System

If you are serious about creating a culture around customer experience we help you create a system that has the right capabilities. This process collects, analyzes, and allows you to act on customer feedback in real time. Furthermore, you will be able to apply advanced analytics to the data in order to diagnose root causes and predict impact on future customer behaviors.

Collaboration, Partnerships & Investment

Collaboration is the new competition. Organizations are slowly acknowledging that even their best individual efforts can’t stack up against today’s complex and interconnected challenges. That's where we come in. Leveraging off our network of experts, we connect, partner and collaborate with you to solve your business challenges or to create additional business opportunities.

And, when appropriate, we can activate capital raising opportunities into growth-stage ideas and businesses from our investor network. If it's worth it, and it will impact the world, we – literally – invest in the outcome.

Our Services

Launch

Experiential Launch Strategy
Concept Design & Development
Spacial & Sound Design
Immersive Content & Technology
Planning & Production
Interactive Experience Design
Digital Strategy
Digital Campaign & Amplification
Analytics & Optimisation
Performance Marketing

Expand

Marketing & Growth Strategy
Brand Experience Development
Service Experience Gap Analysis
Ecosystem Integration
Experiential Content Creation
Customer Engagement Analytics
User Experience Strategy & Design
Digital Strategy & Implementation
Intelligent Data Analysis
Social & Influencer Marketing
Operational Refinement

Engage

Content Strategy & Development
Digital Content Creation
Digital Engagement & Strategy
Brand Experience Audit
Customer Journey Refinement
CRM, Web & App Development
Product Development
Employee Engagement
Customer Experience Strategy
Future Proofing Management