Why Great Experiences Matter

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  • Great experiences matter.

    2nd Floor, 101-102 Turnmill Street, London EC1M 5QP

    +44 (0)20 3058 1100Info@makeitclear.co.uk www.makeitclear.co.uk

  • The world has changed. The most successful businesses are those who prioritise customer experience.

    Heres why.

  • 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

  • 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

  • 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

  • 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

  • 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.

  • Our purpose is to improve the interactions between organisations and their audiences.

    SolutionDefinition Implementation Optimisation

  • We help our clients understand the journey their customers take with them.

    > Research> Workshops> Audience profiling> Customer journey mapping> User stories


  • > Brand clarification> User experience design > Out of the box experience> Customer experience strategy > Communication strategy


    Identifying the solutions that will improve interactions and create the context for great experiences.

  • > User interface design> Customer experience design> Internal communications> Environmental design> Visual design> Motion graphics


    Implementing design solutions which deliver for customers and the business.

  • > Measurement> Usability testing> Analytical reporting> Result tracking> Digital optimisation


    Collaborating with our clients to optimise and refine the ongoing customer experience.

  • Whats 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.

  • Orange Protoype Video Phone

    Nikon D70 First consumer DLSR


    Try CardSmartphone Apps

    MotorolaInnovation consultancy

    BugabooBee product experience

    Museum of LondonVisitor Experience

    ASDAOEM product support

    The Royal ParksInteractiveMaps

    Royal Botanical GardensVisitor guide app

    Alert Me Service design

    DeepmindUI consultancy

    Cambridge University PressAcademic content platform

    GoogleCreative forum

    The ScoutAssociationInteraction design

    Virgin MediaOut 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.

  • 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


    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. Were 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

  • Get in touch

    We love talking about customer experience, if youre interested in it too, wed love to talk to you.

    Thanks for reading.

    2nd Floor, 101-102 Turnmill Street, London EC1M 5QP

    +44 (0)20 3058 1100Info@makeitclear.co.uk www.makeitclear.co.uk