Customer Experience Management Research - BDRC Jones Donald

Customer Experience Management

In 1999 people were not talking much about “customer experience” or “brand affiliation”, but at BDRC Jones Donald we were busy creating and implementing management programs that did far more than capture the experience at various touch points.

Our programs were providing precise direction to managers responsible for performance, with the “brand affiliation glue” that keeps competitors out of reach.

Today our models remain uniquely effective for diverse organisation structures, and market and consumer behaviour models.

Our approach

Our collaborative approach in working with clients enables:

Flexible reporting formats
Integration with customer analytics data to support customer base modelling
Prioritisation of management effort and investment
Early warning dashboard formats
Fast response to changing market dynamics

If you are looking for truly actionable business guidance that reflects customers’ experiences and your business strategy, we have the frameworks, approach and experience to make the research spend an investment in continuous performance improvement and enhanced brand affiliation.