Total Experience is specifically designed to tackle the fragmented and unsatisfactory brand experience that constrains many modern businesses. By activating blocked potential and unlocking fresh opportunities, we create effective solutions fast and provide the conditions for sustained business growth.

The problem as we see it:

More than ever, customers expect a consistently brilliant and seamless brand experience at every touchpoint with the brands they consume. When they don’t get this, it can mean businesses suffer lost revenue and reputational damage – which will limit growth.

Customers tend to have one evolving view of the brands and businesses they interact with. This is based on their accumulated experience with every touch point – physical, digital and human – over time.

80% of companies think they offer brilliant customer experience, only 11% of their customers agree (Source: Bain and Co)

This often happens because different parts of the business are in siloes and have different goals, technologies, creative solutions and agencies working for them. The customer experience can become disjointed. This can lead to weak links, a lack of brand coherence, inconsistent experiences and a reduced ability to effectively match interactions with customer needs and expectations.

We have developed a unique approach to solve this problem which we call Total Experience®.

By always looking to develop and extend our viewpoints, this ensures we develop Total Experiences that drive business growth.

Total Experience is an interdisciplinary approach based on defining and designing how all the internal parts of a business interact to shape and deliver all the external visible parts of your business that customers experience when considering, buying and owning your products and services.

Because we keep the big picture in mind all the time – whether we are making a single part, a collection or the whole of your customer experiences – we deliver more effective work faster, we solve more of the problem at the same time and we take a greater advantage of every opportunity.

Ultimately, we deliver coherent and potent customer experiences that accelerate commercial success.