CASE STUDIES

How we have positively impacted customer experience

Abode Impact Case Study

“The workshop with FIP Consulting has been vital for us to clearly see where our customer journey could result in a good or bad experience. We now know how to prepare for these eventualities to create the best experience possible through our organisation, and external partners. This is an essential exercise for any stage of business, but hugely valuable for those in the early stages of their business evolution.” 

Liberty Bollen, Head of Marketing
www.abodeimpact.co.uk

 

In advance of launching their impact investment property fund, a social start-up wanted to map their customer journey to create a blueprint by reviewing the end-to-end process.  Since the fund has not been launched yet, it was also an opportunity to identify any gaps and missing information prior to the launch.

Following a telephone consultation to understand our business model and our objectives, FIP Consulting provided an onsite customer journey workshop based on a real-life customer persona. 

The customer journey map crystalised our thought process on how the process would work in practice, but also identified some gaps and some questions that needed further analysis and discussion.  The post workshop report included a visual map of the journey which we were able to present to our senior advisors groups which enable further discussion.

 

Pamoja Case Study

Some quotations from the workshop feedback forms included:
“All content very transferable to any role”
“Loved the customer journey exercise”
“Both valuable and interesting”
“A very well run and professional course”

www.pamojaeducation.com

 

Pamoja are an education technology company based in Oxford.  Since 2009, they have been broadening access to the International Baccalaureate (IB) Diploma Programme by providing high quality IB-authorised course content to schools online.

Following a period of significant growth we wanted to align all our staff with our key principles and create a cohesive and effective approach to customer service.  FIP Consulting were able to offer a bespoke workshop that focused on our key customer insights and develop activities that were relevant and meaningful for our business.  Following a series of interviews with staff from all departments (and levels), FIP produced a half-day tailored workshop that was rolled out to all staff.

The workshops helped reinforce one of our key values that all staff are responsible for creating a positive customer experience.  By involving different departments in each session we were able to challenge the view that only customer facing teams are responsible for creating a positive experience. Most importantly 100% of attendees agreed that the workshop would  make them focus more on the customer impact of their job role.

We have had a very positive response from the workshops – and plan to rollout further workshops as we continue to expand.

Sandie Black – HR Director, Pamoja Education

Find Out More About Bespoke Customer Services Workshop

Floor Store Case Study

“The survey developed by FIP Consulting has allowed us to develop a more responsive and pro-active approach to our customer base.”

Clare Ryan – Co-Owner

www.thefloorstorecompany.co.uk

The Floor Store are a family run business selling quality floor coverings from their retail store in Twyford, Oxfordshire. 

We pride ourselves on providing an excellent customer experience but didn’t have any formal way for our customers to provide feedback on their experiences.  In the early stages of the customer journey we have a lot of direct contact with our customers, but we also wanted to make sure we had visibility of the latter stages when fitters go into homes to complete the process.

FIP Consulting were able to develop a short online survey that could be completed anonymously and covered the end to end journey (from initial contact to installation).  The survey is now emailed across to the customer and has provided us with some key insights that weren’t aware of.  Thus enabling us to adapt our offering as well as providing us with a mechanism to continually improve.

Find Out More About Customer Satisfaction Survey

Private Hospital Case Study

The feedback following the workshops was very positive and staff morale visibly improved. The activities and exercises reinforced the importance that each person plays within the hospital in creating a positive patient experience and provided a framework of recommendations that were carried forward with positive results.

Following a restructure and a number of redundancies, morale within the hospital was at an all time low.  This manifested itself in an increase in the volume of patient complaints and negative internet reviews. It was felt by the senior management team that a tailored workshop focused on customer service would align all departments and reignite the passion for providing a great patient experience.

FIP Consulting delivered two half day tailored workshops for staff across all departments. The first session focused on the general principles of great customer service, while the second session applied these principles in more detail to the hospital and patient environment.

Find Out More About Bespoke Customer Services Workshop

Our Services

FIP Consulting provide a range of consultancy services that ensure your customers’ experience the best possible service – and help enable a switch to a proactive and responsive service in the future.

Quote-Testimonials-Fip-Consulting

“The workshop with FIP Consulting has been vital for us to clearly see where our customer journey could result in a good or bad experience…This is an essential exercise for any stage of business, but hugely valuable for those in the early stages of their business evolution.”

Liberty Bollen, Head of Marketing. Abode Impact

Quote-Testimonials-Fip-Consulting

"Claire’s customer journey mapping workshop is a must for any company in the early stages of building product. You may think you have a solution to a problem but until you understand your customer and how they are likely to react you will not find product market fit"

Nic Woodhams, Founder.  Adventure Pass

 

Quote-Testimonials-Fip-Consulting

"All content very transferable to any role”
“Loved the customer journey exercise”
“Both valuable and interesting”
“A very well run and professional course” 

Customer Service Workshop Attendees

 

 

 



CONTACT US

Contact us on 07969 745 172
or complete the contact form and we will be in touch as soon as possible.



1 + 6 =