Customer experienceMake customers feel the difference.
ByIntent is an independent UK customer experience consultancy. Customers judge your brand by what happens at the counter, on the phone and in the inbox. ByIntent helps you shape those experiences, and support the people who deliver them, so what customers feel matches what you promise.
The brand says one thing. The service says another.
Customer experience gaps rarely start with customers. They start with unclear standards, stretched teams and feedback nobody acts on.
The promise is lost at the moments that count.
Customers like the brand until something goes wrong, and then it feels like a different company.
Service depends on who you get.
Standards vary by site, shift or channel, so customers cannot rely on the experience.
Frontline teams are not set up to deliver.
People are asked to deliver a premium brand with the training, tools and time of a basic one.
Feedback is collected, then filed.
Satisfaction is measured, but the results rarely change what anyone does.
Four areas. One brief.
Every customer experience project looks at the same four areas, weighted to where your gap is widest.
Customer journey
Mapping the journey from the customer's side to find the moments that matter most to them and to the brand.
Service standards and model
Defining what good service looks like, clearly enough that it can be the same in every location and channel.
Frontline capability
Assessing whether frontline teams have the skills, tools and authority to deliver, and closing the gaps.
Feedback and measurement
Connecting what customers tell you to the decisions and changes that follow.
What you get.
- A defined customer journey, with the moments that matter marked
- A service model and service standards your teams can use
- Recommendations on frontline capability and support
- A clearer approach to feedback and measurement
- An action plan to activate it
Four services. One system.
Customer experience is where the whole system becomes visible. Talent attraction brings in people who suit the service you want to deliver. Employee experience gives them reasons to stay and to do it well. Culture shapes the behaviour customers notice when nobody has scripted it.
- Talent attractionBe the one they choose.Define a credible employee value proposition so the right people want to join.
- Employee experienceGive them reasons to stay.Design the moments from joining to leaving that make people want to stay.
- CultureShape how they work.Turn the culture you need into everyday behaviours and decisions.
Customer experience, answered.
What is the difference between customer experience and customer service?
Customer service is one part of it, how you help people when they need it. Customer experience covers every moment a customer has with your brand, before, during and after they buy.
Why does a customer experience project involve our employees?
Because employees deliver most of the experience. Standards only work when the people meeting customers understand them, believe in them and are equipped to deliver them.
Is this suitable for businesses with several sites or channels?
Yes. Consistency across locations and channels is one of the main things the service model is designed to achieve.
Do we need new technology to improve customer experience?
Not necessarily. The focus is on how you use what customers already tell you. Any recommendation on tools comes after that is clear.
How do we get started?
Write to hello@byintent.co.uk and say what you would like customers to feel that they do not feel today. ByIntent replies within two working days.
Make customers feel the difference.
Tell ByIntent where the experience falls short of the brand, and where you want it to be.
- hello@byintent.co.uk
- Address
- 124 City Road
London, EC1V 2NX
ByIntent is a trading name of Arxhent Xhelili.