Customer Experience Consultancy

Our CX Consultants all have 20+ years of experience in Customer Experience: research, analysis and implementation. 

Customer Experience Consulting

Since 2002, Genroe has been working alongside it’s CX clients: 

  • Helping them to understand deeply what’s important to their customers, 
  • Supporting them to drive that understanding deep into organisation; 
  • Building processes to diagnose root causes and makes changes to CX that lift revenue and drive out costs.

Every client’s needs are different so Genroe tailor a mix of proven approaches and core consulting approaches.

Genroe Client Customer Experience Case Studies

AccessPay Lifts NPS from 15 to 50 in 2 Years

AccessPay is part of the listed company SmartGroup.

Through consistent focus, individual and team action AccessPay improved their customer experience over a period of two yearsand in the process lifted NPS from 15 to 53 and reduced costs.

Zip Water UK Lifts NPS from 5 to 73

Zip Water UK is a part of global organisation Culligan Water.

In just three years Zip Water UK dramatically lifted their NPS from +2 to +73 by driving customer experience culture and relentlessly finding and correcting root cause issues for their customers.

CyberCX’s Successful CX Program

In this case study, Tom Allan (COO) and Anita Chai (NPS Program Manager) at CyberCX share insights on how they successfully launched a robust, valuable, and profitable customer experience (CX) program using NPS (Net Promoter Score) and CustomerGauge.

Great Customer Experiences Drive Exceptional Business Value

The proof is in: companies that deliver better customer experiences generate more shareholder value.

From 2011 to 2021 a stock portfolio of companies with high CX generated a 26% annual return vs the “best mutual funds” return of just 19% per annum.

A study by Forrester Consulting found that a modest shift in customer experience generated:

  • 6.4% increase in upsell (new revenue)
  • Prevented 11.6% of churn (saving revenue)
  • Delivered word of mouth sales of 10.3% (new revenue)

(More examples linking customer experience to company revenue >>)

Improving the customer experience also drives down operating costs and improves company efficiency. 

Genroe client AccessPay lowered staff turnover and staff acquisition costs when they invested in better CX.

Macquarie Telecom found debtors days outstanding dropped as customer experience improved.

Another Forrester study showed operational efficiency improvements contributed 40% of the total value generated by improvements in customer experience.

It’s clear: there is substantial value in delivering a better experience for your customers.

The question is: how do you go about the difficult task of improving CX?

By partnering with an organisation that’s done it many times before and who can guide you along a proven path to success.

CX Strategy Consulting

"B2B Companies that aligned their CX Program with their Customer Strategy experienced +12 NPS gain."

The Definitive Guide to B2B Customer Experience

Like every major business initiative, launching a successful Customer Experience process requires the right strategy.

Success does not start with a roll out plan. It starts with executive buy-in, a robust business case that creates an irresistible need to launch and a strategy for success.

Genroe’s CX consultants work with you to create a Customer Experience Strategy that delivers:

Free Download

Download: The Definitive Guide to B2B Customer Experience

Customer Experience Governance Design

Critical to success is a solid CX governance process for your organisation.

CX Governance may not look as exciting as other parts of the process but you need great CX governance to have great CX outcomes.

Culture and Change Management

Customer Experience Transformation is a big change and it needs to be communicated effectively. 

If you don’t pro-actively manage the change, individuals and pockets of the organisation will resist, reducing success and slowing time to value.

Our experienced CX consultants help you to design and launch a project management lead change process to:

Case Study: Genroe client Wolters Kluwer’s internal video supporting CX culture change.

Customer Persona Development

With deference to George Harrison’s classic song lyric…

If you don’t know your customer’s persona, any customer experience will take you there.

Without a clear and well defined customer personas, you risk creating customer experiences that frustrate and annoy customers while simultaneously driving up your cost to serve.

Whereas, creating a customer experience that matches your customer personas drives customer satisfaction, loyalty and lower costs.

Genroe CX consultants help you identify and validate your buyer personas so the experiences you design match their needs.

One of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.

Jeff McLean
COO & Director

Customer Journey Mapping

Customer Journey Mapping outlines the steps of customer experience, from the customer’s perspective. With a good Customer Journey Map you can identify, understand and act on (improve) each aspect of the experience.

Genroe’s Customer Journey Mapping services help you to uncover and map:

A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it.

Customer Experience Technology Implementation

NPS leads the pack as the most trusted metric in B2B, with 41% of players nominating it as their most preferred metric

The Definitive Guide to B2B Customer Experience

If you want to manage it, first you need to measure it.

So it is with CX; you will need to implement systems to collect and manage information on the customer experience in real time. 

Genroe customer experience consultants can help you launch a B2B CX management system that’s best practice on day one.

Customer Research, Analysis and Insights

Customer Experience programs require a solid underpinning of ongoing customer feedback, research and insights to identify the best opportunities for improvement.

Our customer survey design and analysis consultants help you to understand what customers actually think.

If you are planning on building out a successful CX program that is not just about NPS, then I recommend giving Adam at Genroe a call.

Tom Allan
Chief Operating Officer

Let's Talk Customer Experience

Let’s chat about your business and what you’re looking to achieve in your customer experience journey. 

No obligation. 

No pressure. 

Just honest to goodness advice.

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