OUR CX SOLUTIONS

    Understand: Defining & Understanding Customers

    Deep customer and stakeholder understanding will always be first on our list of must-haves for effective solution design. In a world of infinite resources, solutions could be designed for every customer need. We don't live in that world. Choices have to be made and customer understanding better equips you to make those choices.
    Understanding customers’ wants, needs and emotional and logical dimensions help you align your personas (ideal customers) with your business. We actively describe and define your personas and customer base, segment them, conduct research and support the sharing and socialisation of customer understanding across your ecosystem, injecting it into strategic design, product design, operations and other parts of the business.
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    The volume, velocity and variety of customer data can often overwhelm organisations. We see an opportunity to mine your existing data to describe your customers, identifying their net value to the organisation. Then we extend that to a 360⁰ customer understanding view, providing insight across the entire customer journey.

    How W5 helped Jameson Whiskey to boost its NPS through understanding its customers

    By focusing on the voice of the customer, we enabled Jameson Whiskey to understand the impact of its visitor experience and boost NPS.

    Read their story

    The pillars of customer understanding

    The aim is to bring the customer into every decision in your organisation. Providing an understanding of their context, challenges, goals, needs, wants, expectations and the implications of good and poor experiences on the customer and your business. You have an opportunity to not only influence products and services, but to influence behaviours.
     
    Our approach to developing customer understanding is built on three pillars:
      1. Defining and describing your customers
      2. Ensuring your organisation and its stakeholders have and use this understanding
      3. A constant learning environment to review all customer dimensions and descriptors
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    Want to know more about understanding your customers?

    speak to CX measurement experts meet the W5 team

    Clients we've helped

    We helped AIB Merchant Services to significantly reduce churn by rolling out our award-winning customer-centricity programme.
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    We worked alongside Allianz supporting the development of a road map to customer centricity.
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    We've worked with Gas Networks Ireland since 2007 measuring their performance and providing the insight that led them to deliver an award-winning service.
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    The W5 team coached and trained ESB Networks in CX strategy and implementation to help them overcome key challenges and identify opportunities to improve experiences.
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    db 1-1Our customer journey mapping for Dublin Bus put its customers at the centre of operations and helped to breed a unified customer-first culture.
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    By focusing on the voice of the customer, we enabled Jameson Whiskey to understand the impact of its visitor experience and boost NPS.
    Read their story
    We developed a ‘Customer Pulse’ protocol to enable AIB to identify customer experiences that positively and strongly differentiate the brand to improve customer satisfaction.
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    Our CX strategy design and customer feedback programme helped eir to improve NPS, reduce churn rate and boost customer acquisition.
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    By mining data to unveil deep customer insights, we helped Norwegian to address key customer issues, leading to the airline winning a Best Customer Service award.
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    We designed and built a VoC programme to help Irish Water better understand customer behaviours and carry out continuous CX improvement initiatives.
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    Start the conversation

    Get in touch with the W5 team about customer experience management or chat with us online.