Develop heart warming customer experience
Customer Whisperers work with clients across sectors to help them develop heart-warming customer experiences
We can help you too!
Who We Are
Customer Whisperers are a close-knit team with ‘been there done it’ operational backgrounds and a shared, manic passion for creating heart-warming Customer Experiences.
What We Do
At Customer Whisperers, we do just one thing – we help big brands improve their Customers’ experiences.
But every client is different, there are many different ways to improve CX……
Who We Do it For
We work with clients across sectors – in Retail, Transport, Utilities, Insurance, Housing, Publishing, Construction, Professional Services, Charities, Health, Telecommunications, Education and more…
Take a look at some of the clients we work with…..
more…
On the Blog
Nikki’s Pearls
Refresh your head with a 2 minute, thought-provoking Customer Experience hot topic!
Are you ready for
Crowd Service?
Are you ready for Crowd Service?
Remote working for contact centre staff has been patchy in its uptake. The technology has existed for years, the appetite to trust remote workers has been slower to develop and it has its challenges, for sure
But let’s stretch the thinking a little further…
8 out of 10 is only just
good enough!
Whiskers may have bragged that 8 out of 10 cats prefer it, but in today’s world that simply ain’t quite good enough!
We’re often challenged by clients to prove that investing in Customer Experience delivers a significant return on investment. Fair challenge. So let’s think about the potential commercial…
The Loyalty
Trap
We have for years been throwing around the hot potato of customer loyalty – every client wants it, every client talks about incentivising it, so how are we in a place where customers are grossly penalised for their loyalty?
It is said that 13 million households are paying a hefty loyalty penalty across products and services, some essential.
What our customers say about us
Orange
“Tactfully refocused us on the real customer satisfiers”, “Radical but logical”, “Commercially and operationally savvy”, “They have the objectivity to sense needs and wants in customers that, we in the business, cannot see”
Telecommunications is such a competitive sector. When we worked with Sharon she was grappling with the challenge of the spiralling costs of customer retention and diminishing customer loyalty.
UK Power Networks
“Expect the unexpected” “Constructive and incisive challenge that changes thinking and delivers what is needed” “Imaginative, memorable interventions – 8 years on and our frontline team still remember” “Fast-paced and fun” “Bring pragmatic, effective and often very simple ideas that we hadn’t considered”
Customer Experience is critical to Matt; he is responsible for the provision of electricity to 8 million UK customers in the East, London and the South East. He is measured by the Energy Regulator, Ofgem on service performance and penalised or rewarded to the tune of £20 million per annum based.
“Uncanny instincts for what the customer experience needs to look like in both established and emerging markets” “Brought real advantage to us in winning large contracts on the strength of the customer experience we could offer” “Loyal business partners” “Visionary – they are able to use their ability to see what customers need to create new brand new service opportunities”
As a rapidly growing organisation in the Utility sector, PH Jones were being challenged to positioning their core strengths differently for emerging sub-sectors such as smart metering and generating new services that were attractive to customers.
“We were pushed to get the balance right between commercially winning and doing the right thing, thus leading to long term operational excellence and a winning customer experience. The team left us with the gift of both employee experience and customer experience, now no discussion takes place without the customer being in the room”
