Customer Experience, Research & Insight
Understanding your customer and delivering the best customer experience is what sets the leading businesses apart. Beach Hut Studio can help small businesses in this critical area of seeing their business products and services from a customers point of view.
Improving the Customer Journey and Experience
From the moment a customer contacts you, and with every further interaction, they start to form impressions about your business, products and services, that will determine whether they purchase and whether they return in the future.
So it makes sense that every business should regularly review their interactions with customers, from a customer perspective. By looking at every point in the 'customer journey' and understanding how it is perceived you can start to improve the business processes, develop better customer service, make efficiency improvements and, ultimately, increase customer satisfaction, customer sales and retention.
Customer Research and Customer Insights
A fundamental component of improving the Customer Experience is customer research, to get direct feedback on how you are doing and what could be improved.
We work with a number of clients on customer research from the development of short paper based surveys to detailed online customer surveys. We use our Customer Research experience to develop objective surveys that will provide actionable results.
As you would expect, our Customer Research support also include a full analysis of the results with the identification of key customer insights and a recommended action plan.
Online Customer Research
Online surveys have become the preferred method for most research because of the low costs involved and the speed of which actionable feedback can be received from customers. Another advantage is that online surveys can be carefully routed so that based on the answers given specific follow up questions can be asked.
We are able to develop online surveys including:
- Creating the survey questions
- Building the survey including complex routing
- Web hosting of the survey
- Sending out the survey, tracking responders and following up
- Analysis and Reporting of the results
Online User Testing
Another facet of our our Customer Experience service is independent user testing. We are able to conduct user tests of website pages, websites, customer service processes, online buying processes and more.
We conduct our online testing over all the leading Internet browsers including testing on all of the older versions of the browsers to ensure compatibility. Although testing is initially focussed upon ensuring the process actually works, the majority of the effort and time is in helping you improve the customer experience with accurate, informative and independent feedback on how thew website performs.
Building a Winning Relationship
We work very closely with our customers over the medium to long term to deliver sustainable benefits and success. We are proud to say that we have never lost a client and many of them have been with us for a number of years.
However, don't just take our word for it. Please take a look at our customer comments and testimonials - we can even arrange a call with them if required.
Marketing Support Across the UK
Beach Hut Studio is based in Shoreham by Sea, West Sussex. Shoreham is based between Brighton and Worthing which makes it ideally placed to support businesses there and in the area including Southwick, Lancing, Hove and Portslade. However, it is conveniently on a fast rail route to Burgess Hill, Haywards Heath and London.
Our Customer Experience and Research expertise works in any business and so we would be delighted to talk to you about your project. Please contact us on 01273 90 62 50, on Skype (beachhutstudio), or via our contact form.