The new practice will look into customer loyalty and employee engagement in areas including mystery shopping, footfall and shopper behaviour analysis through customer feedback.
Brent Stewart (pictured), executive sponsor of Synovate Customer Experience, explained: Consumers have an expectation of brands that is typically formed by communications, usage or some other experience. Using the product or service either meets this expectation or does not, resulting in a degree of satisfaction. This is then reinforced - or diluted - by the range of customer experiences that accompany the product: in-store, sales person, service, and more.
Synovate’s value proposition is our ability to positively influence these three dimensions through our related capabilities [Brand & Communications, MarketQuest (product development and design) and Customer Experience], which can be applied individually or as an integrated approach.
Synovate launches consumer experience practice
GLOBAL - Synovate has launched Customer Experience, a practice that tracks and helps develop companies' relationships with consumers.
