The document discusses how customer experience has become the key differentiator and competitive advantage for businesses. It notes that experiences are formed at every customer touchpoint and are easily shared online. Poor customer experiences can result in high customer attrition. The company, Make it Clear, helps clients understand customer journeys and design improved experiences through research, strategy, design, and optimization services. Client testimonials praise Make it Clear's professionalism and ability to enhance projects through a user experience lens.

1. Great experiences
matter.
2nd Floor, 101-102 Turnmill Street,
London EC1M 5QP
+44 (0)20 3058 1100
Info@makeitclear.co.uk www.makeitclear.co.uk

2. The world has changed.
The most successful businesses are those
who prioritise customer experience.
Here’s why.

3. Irrespective of industry, every business
is evaluated on the experiences they provide.
“By 2020, customer experience will have overtaken
price and product as the key brand differentiator.”
Source: Walker

4. These experiences are formed
at every touchpoint between
individuals and organisations.
“Only 31% of organisations closely monitor the
quality of interactions with target customers.”
Source: Forrester Research

5. Experiences are shared easily and
widely, on multiple platforms.
“95% of respondents said they usually tell at least one other
person about a bad customer experience with a company,
while 54% said they share it with at least 5 other people.”
Source: Dimensional research

6. And the stakes
are high.
“86% of consumers quit doing business
with a company because of a bad customer
experience, up from 59% 4 years ago.”
Source: Harris Interactive

7. Customer experience is now the only
truly durable competitive advantage.
In 2014 Gartner predicted that by 2017, 89% of businesses
would be competing mainly on customer experience.
It is already the key battleground for modern business.

8. Our purpose is to improve the interactions
between organisations and their audiences.
SolutionDefinition Implementation Optimisation

9. We help our clients understand the
journey their customers take with them.
Research
Workshops
Audience profiling
Customer journey mapping
User stories
Definition

10. Brand clarification
User experience design
Out of the box experience
Customer experience strategy
Communication strategy
Solution
Identifying the solutions that will improve interactions
and create the context for great experiences.

11. User interface design
Customer experience design
Internal communications
Environmental design
Visual design
Motion graphics
Implementation
Implementing design solutions which
deliver for customers and the business.

12. Measurement
Usability testing
Analytical reporting
Result tracking
Digital optimisation
Optimisation
Collaborating with our clients to optimise
and refine the ongoing customer experience.

13. What’s the impact?
Lifetime value
Customer retention
Reduced service costs
Customer acquistion
Customer evangelism (NPS)
Average revenue per user
We use our customer experience approach
to help clients address core business challenges.

14. Orange
Protoype
Video Phone
Nikon
D70 First
consumer
DLSR
Shell
Co-Pilot
Try Card
Smartphone
Apps
Motorola
Innovation
consultancy
Bugaboo
Bee product
experience
Museum
of London
Visitor
Experience
ASDA
OEM product
support
The Royal
Parks
Interactive
Maps
Royal
Botanical
Gardens
Visitor
guide app
Alert Me
Service
design
Deepmind
UI consultancy
Cambridge
University
Press
Academic
content
platform
Google
Creative
forum
The Scout
Association
Interaction
design
Virgin Media
Out of the
box experience
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
Our experience, designing for great experience.

15. “Our collaborations with Make it Clear are
always positive. Our clients respond really well
to their professionalism and enthusiasm, they
add a high quality user experience dimension to
our technical solutions, something we have found
can have a big impact on the perceived value and
long term success of projects. Their experience
makes it easy for us to integrate them with our
team and their process delivers consistently
high quality outputs.”
Giovanni Azzara
Head of International Business Development
Testimonials
“Jay and Sarah became an extension of our
project team, but remained detached enough to
bring critical objectivity and focus to discussions.
They always presented themselves professionally
and were trusted as experts; their word carrying
much weight with stakeholders. We’re delighted
with the outcome and continue to work with
Make it Clear”
Vicky Drummond
Head of Customer Experience and Platform
“Make it Clear did a fantastic job in helping
us take Recommendable from an idea to a fully
realised online service. The Make it Clear team
provided support and insight on research and
strategy development and kept us focussed as
we moved through the design and development
processes. They became an essential part of our
team, professional, expert and a pleasure to work
with, the quality of our service is defined by the
user experience they created for us.”
Tom Perry
Founder

16. Get in touch
We love talking about customer
experience, if you’re interested
in it too, we’d love to talk to you.
Thanks for reading.
2nd Floor, 101-102 Turnmill Street,
London EC1M 5QP
+44 (0)20 3058 1100
Info@makeitclear.co.uk www.makeitclear.co.uk