Our Methodology
How and why we enable our clients to influence behaviour in their customer journeys

Engage to Influence

"To create a win win customer journey you must be able to influence your customers throughout said journey. However, before you can influence them effectively you must first engage them!"
(Rick Kirkham)

Defining Influence

Our definition of influence is ‘to affect the outcome of an interaction so that both parties benefit’.
Before you can influence any customer you must first engage them, this is where many customer journeys go wrong

Practical Application

We help our clients to improve customer experience while reducing effort and overall cost of contact at the same time. We do this by applying our methodology in practical ways which enables you to achieve significant results and quick return on investment just like the examples below

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Retail Channel Shift
from phone to SMS in a loyalty scheme sign up journey
£ 0 K
Financial Services monthly sales increase
on an insurance sales & marketing line
100 %
Phone Contact reduction
via channel shift to online process for compensation claims for a travel firm
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Increase in telephony NPS
for major examinations board

Win-win sees life as a cooperative arena, not a competitive one. Win-win is a frame of mind and heart that constantly seeks mutual benefit in all human interactions. Win-win means agreements or solutions are mutually beneficial and satisfying. We both get to eat the pie, and it tastes pretty darn good! 

Steven Covey. 7 Habits of Highly Effective People

Why do people still want to call you on the phone?

Human interaction creates emotional connections and positive feelings such as trust and confidence
A.I Chat Bot
Automation reduces the opportunity to generate these feelings naturally and our design helps you build them back in

Emotions generated in a journey have a big impact
on the outcome of the interaction

‘87% of customers are more likely to buy from you again and recommend you if they feel delighted after interacting with you’

Temkin group consumer benchmark survey 2016

The commercial impact of emotions in customer journeys and interactions

Impact of a negative experience driven by emotion
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Customer Journey Travel Company
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The Customer Touch Point design methodology will help you generate positive emotions in your customer journeys. Our designs engage customers quickly and this in turn enables you to influence the outcome the interaction

We design journeys for IVR, Chat, SMS, Social Media and Web.  

No matter what the channel, customers interact with the words you use and the way you use them not with the supporting technology.

Our design methodology helps you maximise your ROI on technology by engaging customers quickly and influencing their behaviour in a way that improves the experience for them and reduces cost for you

Examples of where small changes can make a big difference

We monitor and record our calls for your protection

We record our calls to help us improve what we do

Did you know you can find lots of information on our website …

‘It’s usually quicker to do this online. We’ve just sent you an SMS with a link to the page you need, why not try it now while you’re waiting and see if you can beat us to it?’

Free Customer Journey Review
Your journey – our experience

If there’s a problem you’d like to fix, or a goal you’d like to achieve within your customer journeys – let us know.

We’ll provide you with a full report that highlights what’s working well, suggested areas of improvement, and show how you can cut costs whilst improving experience and reducing customer effort. 

Channels we are able to review and recommend on are:

  • IVR
  • Chat
  • SMS
  • Social Media
  • Web and other digital channels

Best of all, it’s completely free.

To get your free customer journey review, please fill in the form. Remember to include the phone number, web address and or social channels you’d like us to review, and a bit about who your customers are, and what this customer journey is designed for.



Pop your email address in the box we’ll keep you up to date with case studies, new services and research.

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