Welcome to KNOW’s CX Consultancy
Extending branding into people and experiences.
Welcome to KNOW’s CX Consultancy.
Every creative agency likes to remind people “a brand isn’t just a logo”.
At KNOW, we’ve always aimed to truly deliver that by providing a complete and holistic creative consultancy.
That’s why we’ve expanded our offerings in Customer Experience and Customer Service, led by our CX Director Astrid.
How we make a difference
Our aim is to help organisations identify and address gaps, lifting their customer experience from adequate to amazing. We look not only at gaps in existing services and practices, but also at the perceptual gap: between what customers expect and want, and how well an organisation feels it currently meets those expectations.
Working together, we then help brands to become more customer centric, and to create engaging and personalised experiences. The end goal is a genuine and enduring emotional connection with customers; a connection that fosters loyalty and – ultimately – increases revenue and profits.
This reflects our changing world. Across almost all sectors, price is no longer the deciding factor it was once. Today, organisations need to compete on customer experience just as much, if not more.
Our personal passion is personalisation, and balancing the human touch with modern digitisation. True CX isn’t conducted through social media, apps and AI chatbots alone. While these techniques and technologies have an increasingly significant role to play, it’s still a role that’s largely about efficiency. Brands need empathy too. We believe in empowering people to make a difference, in inspiring inherently good people to offer great service.
Our key CX services
At KNOW Creative, our Customer Experience services are fully integrated with our other services in brand positioning, creation and design.
For our clients, this opens up the significant benefits of a fully joined-up approach. It creates a complete start-to-finish solution that maximises effectiveness, and that few other providers are able to offer.
Specific CX services include:
CX Consulting. Using defined tools, we conduct a thorough gap analysis of existing customer experiences and service standards and practices, then recommend solutions: practical, achievable and bespoke to your circumstances and budget. These typically include mapping the customer experience journey, identifying target focus areas, and establishing ongoing measurement tools.
CX Training. We’re then also ‘hands on’, helping to implement and improve action through tailored training programmes. We’re especially strong in creating programmes for multi-cultural regions such as the Middle East, where numerous nationalities bring different definitions, traditions and understandings of ‘service’ – plus also mixed language abilities.
