Personalised customer care
tailor-made for aspirational brands.
Cultivating relationships.
Nurturing connections.
Increasing value.
The heart of a brand is the service it shows its customers. Without service, there is no experience. Without experience, there is no relationship.
We create unrivalled online customer care solutions, tailored for our global clientele, who share our service dna, fearless ambition and uncompromising standards.
Vision
We work with a limited number of clients, increasing the lifetime value of their customers by delivering bespoke customer care services and guidance on their customer experience strategy plus access to exclusive resources from leading experts.
Our work with clients is curated to their exacting standards, our team is handpicked and matched to our clients personality and ambitions and our AI, data and technology solutions are enterprise grade.
Using a blend of heritage and modern methods, we are considered experts in curating elevated online customer service experiences.
Brands who partner with us benefit from an increase in their customer lifetime value and over 90% of our client base comes from recommendation.
Approach
Create a CX playbook for your brand that supports your digital strategy and aligns completely with your brand, culture and policies.
We work with you to refine your service offer and roadmap, using our methods, data and AI to deeply understand your customers.
We create a bespoke service experience playbook for your brand and help you successfully embed it into your culture and teams.
CX Playbook
Our team help you to position your brand service offer and deliver a premium service that aligns with your brand's promises.
We meticulously build a solution to your brand's personality, ensures a seamless and warm experience for your customers.
We offer a wide range of models that flex to your strategy and ambitions, aligning with the goal to increase the lifetime value of your customers.
Customer Value
We work with brands to launch new services in countries across the world that are localised for those customers.
This offers a truly high quality, brand aligned and culturally rich experience that stretches beyond a standard outsourcer with a large call centre building.
For brands who truly want to connect with their global customer base, at a local level.
Local Experience
Experience unparalleled attention to detail when it comes to serving your customers.
Using data and emotional intelligence methods, we understand deeply what is important to your each customer, and how your brand promise impacts their needs.
Our team are equipped to ensure every customer touchpoint is an opportunity to enhance their connection with your brand.
Hyper-Care
We can elevate your brands online shopping experience through our virtual concierge experience.
Using a mixture of AI, data and coaching style
solution, we can set up and deliver one-to-one product, styling and brand services for your customers.
We can enable this service with your own team or build a team for you to deliver the experience your clients want.
Virtual Concierge
We are specialists in building customer confidence and helping brands recover customers after problems occur.
Brands use our solutions to pro-actively communicate and coach customers to restore their confidence to the Brand, achieving cost and customer satisfaction objectives.
We can advise on the best fit channels, service approach and if you are using your own team, support with our unique approach to training for luxury.
Service Quality
Services
Heritage
Our founders, have worked with premium brands such as Harley Davidson, Zegna, Selfridges, Karen Millen, Reiss and Jaguar Landrover, as well as digital unicorns such as ASOS, Spotify and Atom Bank.
They understood the need for aspirational brands to bring a more personal, concierge style service to their online customer that is different to the cut and past model of high volume outsourcing companies.
Brands who work with us benefit from a depth in customer experience and technical expertise that is beyond in-house or generic outsourcing companies and a solution that is handcrafted for their business and flexible to change with their future.
Principles
Our commitment to precision ensures services and data are finely tuned for aspirational brands, surpassing industry standards with meticulous attention.
Our solutions are built to be enterprise grade in technology and data, and absorb changing needs from clients.
Our investment in talent ensures a stable workforce with an attrition that is half that of a traditional outsourcer or in-house team.
We are committed to sustainable principles and creating social value from our business, encouraging similar practices from our suppliers and clients. Our carbon footprint is consistently lower than an office based model.
Setting the standard for excellence, we invest in top-tier talent and deliver a level of service unmatched in the industry, making us the uncompromising choice for luxury customer care outsourcing.
Objective:
Create a fresh customer care strategy and operating model that will be adopted by the business and markets can adapt, without compromising brand consistency.
Solution:
An exploration to discover service needs and preferences from customers in and out of the brand. Evaluation of service assets (people, data, technology). Operating model that focussed on consistently achieving basics, with a playbook to enable brands to adapt preferences.
Outcome:
All objectives achieved.
Customer Care Strategy
Global luxury department store
Objective:
Every customer is updated before they need to make contact.
Solution:
Using a mixture of AI and highly trained agents, we designed a sophisticated proactive outreach solution for a premium beauty retailer to ensure customers were contacted as soon as there was an issue.
Outcome:
Increased customer satisfaction and reduction in cost.
Anticipatory Experience
Worldwide cosmetic brand
Objective:
Contact consumers who scored low, to learn about problems.
Solution:
Analysis to diagnose problems across consumer segments. Treatment plans designed for each segment, including the approach to contact and messaging. Agents trained to coach customers, obtain insights and move customers out of detractor zone.
Outcome:
Actionable insights, excellent feedback and increased NPS.
NPS Detractor Experience
Luxury fashion house
Objective:
Manage sensitive situations
Solution:
More than 52% of customers who experience an issue, will become more loyal if how the issue is handed exceeds their expectations. Using customer insight, technology and highly trained agents, we provided an outreach service to unhappy customers to convert their loyalty back to the brand.
We worked to have a consistent yet personalised strategy for recovering customer loyalty and managing their complaints.
Outcome:
Improved loyalty and repeat purchase.
Service Recovery
Premium online marketplace
Objective:
Create a hyper-personal online service experience for top tier customers that could align with store.
Solution:
A personalised landing page for each top client to welcome each client to their online store. Dedicated WhatsApp channel, available to them 24/7 to make requests and communicate. Delivery and returns service where we take care of everything. A surprise and delight programme based on their preferences and habits.
Outcome:
Targeted insights and increased sales in customer segment.
VIP Loyalty
Online retailer
Objective:
Create efficiencies in customer care without reducing customer satisfaction.
Solution:
Evaluation of customer care operation and contact drivers as well as an analysis on the investment in technology. Roadmap of improvements, delivered on time and in budget.
Outcome:
Cost reduction and increased customer satisfaction.
Elegant Efficiency
UK homeware retailer
Objective:
Deliver an improved associate contact centre experience and training to improve quality.
Solution:
Onboarding redesigned to be more immersive and customer centric. Employees trained on 'omotenashi' and customer coaching to ensure highest quality of delivery. Employee experience programme delivered to connect people with purpose.
Outcome:
Increased quality scores and lower attrition.
Employee Experience
Global parental product retailer
Case Studies
Brazil
"você e ótimo!!! Muito obrigado. You are the best. I appreciate all of your help. You definitely reflect the label."
Greece
"Thank you for your thoughtful follow-up. I wanted to write to express my appreciation. Your proactive approach and attention to customer satisfaction is truly commendable."
United Kingdom
"I'm unspeakably grateful for your professional help and understanding. Your service is truly outstanding."
Italy
"Due to your excellent support, my husband now considers shopping with you online. Your company is lucky to have you."
USA
"Thank you for all your help. You have made my bad experience much better and saved your company from losing a customer."