Synovate Opens Customer Experience Practice

Synovate has launched a division which will offer an integrated approach to clients across the company's different service areas, to help them develop more profitable relationships with their customers.

The new Customer Experience practice brings together the firm's capabilities in customer loyalty and employee engagement, performance tracking, mystery shopping, footfall and shopper behaviour analysis, automated collection of customer feedback, and customer experience management consulting.

Larry Crosby, leading the new practice with the title of Chief Loyalty Architect, says clients are increasingly looking for a more complete understanding of how they engage meaningfully with customers. 'Synovate is uniquely placed to provide powerful insight and understanding into the many and varied touchpoints that shape how customers engage with brands, products and services in the market,' he explained.

To support the launch, two new products have been rolled out in the Experience Management (ExM) portfolio. The first, ExM Customer, takes a 360° view of the total customer experience to identify those areas that drive customer loyalty and ultimately affect a brand's profitability. In addition, ExM Tracker offers a platform for tracking day-to-day customer contact performance in real-time.

The new unit has its own web site at: www.synovate.com/experienceit , while Synovate is online at www.synovate.com .

In April, the Aegis Group-owned company reported organic revenue growth of 5% and total revenue growth at constant currency of 9.1%.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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