Customer Delight

expectation vs. experience

The Customer Brain tool aligns organisations and their employees with a world where customers want more from the products and services they buy.

Customer DNA

Everyone within your organisation needs to understand how they can create or add value for customers, particularly as customer expectations and demands continue to evolve. The Customer Brain tool will ensure that creating and adding value becomes a fundamental part of everything your people do.

Customer Zones

The Customer Brain enhances the internal customer capabilities (Brain) of an organisation and its employees by nurturing ‘Customer Brainpowers’. These are essential soft skills distributed across seven key areas, critical for meeting and exceeding customer expectations. These areas are Understanding, Engagement, Experience, Satisfaction, Loyalty, Innovation, and Advocacy.

BrainPower

The Customer Brain tool elevates an organisation’s Customer BrainPower (CBP), which is crucial for delivering exceptional customer products, services and experiences. High CBP means meeting or exceeding customer expectations, while low CBP points to challenges in understanding and fulfilling these expectations. The tool boosts CBP by nurturing the capabilities essential for anticipating, understanding, and responding effectively to the evolving needs and preferences of customers.

Throughout my tenure as Chair and Chief Executive of the Post Office, BUPA, The Open University, and the Financial Reporting Council, as well as in my role as President of the CBI, prioritising the customer has consistently been a challenge. However, with 'The Customer Brain', Chris and his team have transformed customer-centricity into a living, breathing part of everyday business operations. This shift is indeed long-overdue.

Sir Bryan Nicholson

KB, GBE, FRSA

Throughout my tenure as Chair and Chief Executive of the Post Office, BUPA, The Open University, and the Financial Reporting Council, as well as in my role as President of the CBI, keeping the customer front of mind has always been a challenge. However, with 'The Customer Brain', Chris and his team have transformed customer-centricity into a living, breathing part of everyday business operations. This shift is indeed long-overdue.

Sir Bryan Nicholson - KBE GBE FRSA

Step One

Your team access the Customer Brain tool via desktop, tablet, or mobile.
They select their strongest Brainpowers from a set of 21 Customer Brainpowers.
Feedback through the Customer Brain tool is anonymous and takes no more than two minutes.
Customer BrainPower (CBP) is calculated for each Customer Brain Zone – Understanding, Engagement, Experience, Satisfaction, Loyalty, Innovation, and Advocacy – and is compared against a baseline.

Step Two

Feedback is compared against 100’s of scenarios. Then, you get an observational analysis of each Brainpower within each Zone of your organisation’s Customer Brain.

Step Three

As well as the observational analysis, for each Zone of your organisation’s Customer Brain, you receive proven Tactical and Strategic solutions for improving your Customer BrainPower.

Key Metrics

The ‘Customer Brain’ tool improves metrics including Customer Lifetime Value, Retention Rate, Referral Rate, Average Revenue Per User, Satisfaction Score, Acquisition Cost, and Effort Score. It achieves this by integrating the customer into every aspect of a business.

The Net Promoter Score without the Customer Brain is like a compass without a map. While it points you in the right direction, it doesn't provide your people with the detailed guidance and context needed to navigate complex landscapes of customer preferences.

Chris Denison - The Customer Brain

NPS+TCB

TCB’s internal customer focus aligns well with the external perspective of the Net Promoter Score (NPS)*, making them highly complementary in fostering customer-centric capabilities. While TCB specialises in nurturing customer-oriented soft skills within organisations, NPS provides quantifiable measures of customer loyalty and satisfaction from an external viewpoint. Combined, they drive continuous improvement in customer value and experience.

*TCB also supports other measures of customer satisfaction, including the American Customer Satisfaction Index (ACSI) and the European Performance Satisfaction Index (EPSI)

Founding Team

Chris Denison

CEO

Will Porter

CTO

Eddie Blackett

COO

Free Offer

To celebrate the launch of The Customer Brain, we’re offering three companies an opportunity to experience The Customer Brain ‘Core’ free of charge. In exchange, we’re keen to understand how far our tool influences key customer metrics. We will use these insights to develop a range of case studies.

To find out more, email chris@thecustomerbrain.com

No-Brainer

With the Customer Brain tool, you will enhance your ability to design products and services that not only meet but exceed customer needs. The Customer Brain tool offers fantastic (and measurable) value for money.

Core

£2700

1-50 People

Remote Onboarding

CBP Reporting

CBP Promotions Pack

NPS Connect

BrainPowers Workshop

CBP Mapping

QTRLY CBP Review

Core Plus

£5500

51-200 People

Remote Onboarding

CBP Reporting

CBP Promotions Pack

NPS Connect

BrainPowers Workshop

CBP Mapping

QTRLY CBP Review

CORE MAX

£7700

201-500 People

Remote Onboarding

CBP Reporting

CBP Promotions Pack

NPS Connect

BrainPowers Workshop

CBP Mapping

QTRLY CBP Review

Enterprise

500+ People

Remote Onboarding

CBP Reporting

CBP Promotions Pack

NPS Connect

BrainPowers Workshop

CBP Mapping

QTRLY CBP Review