Communication
Engage customers with a brand and language that resonates.
Mesh is a customer experience consultancy passionate about building creative, smart and meaningful customer interaction channels. We’ll help you understand what makes your customers tick and work with you to design and implement sustainable, customer-centric change within your business and across the customer lifecycle.
Everyone’s talking about Customer Experience …why all the fuss?
Today’s customers are savvy. They know more and expect more. Today’s customer wants you to engage them, understand them, ‘wow’ them and reward them.
Research shows, organizations with true customer-centric focus achieve significantly improved business performance, including higher-value relationships, reduced customer churn, and greater loyalty and advocacy.
61%
In 2017, 61% of global consumers switched service providers due to poor customer service.
Total Customer
Experience
We work with you to understand your business from a customer viewpoint and use the ‘Mesh Wheel’ framework to look beyond the surface at the processes, systems and people underpinning the customer experience.
An integrated approach, which considers operational capability and customer expectations is essential to delivering an outstanding CX.
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Engage customers with a brand and language that resonates.
2
Hardwire a ‘customer first’ culture and empower your team to live it.
3
Deliver personalised, seamless interactions across all channels.
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Design systems to support your brand and customer promise.
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Deliver products that your customers want, need and value.
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Embed the ‘voice of your customer’ in decision-making and planning.
Total Customer
Experience
We work with you to understand your business from a customer viewpoint and use the ‘Mesh wheel’ framework to look beyond the surface at the processes, systems and people underpinning the customer experience. An integrated approach and a clear focus on serving the customer are essential to delivering an outstanding CX.
70%
70% of buying experiences are based on how the customer feels.
125%
5% churn reduction = 25% to 125% increased profitability.
86%
86% of buyers will pay more for a better customer experience.
86%
86% of buyers will pay more for a better customer experience.
WHAT WE DO
MESH WHO?
Our philosophy is simple. Love your customer. Be creative. Be bold.
We are a team of CX enthusiasts with expertise in management, strategy, research, technology, communications, and design. We’re committed to bringing high-end customer experience strategy to Australia’s small and mid-size business community and we love pushing the boundaries to deliver something exceptional!
Amy Whelan
Managing Director
Mei Ouw
CX Culture & Leadership
Debbie Wood
HCD & Graphic Facilitator
Rosemary Fisher
Business Operations & Strategy Facilitator
Kalya Ryan
Writer & Content
Specialist
Shelley Flett
CX Culture Coach &
Facilitator
OUR CUSTOMERS
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Subscribe to our blog updates for great tips on improving your customer experience.
We hate spam as much as you do – so we promise not to share your details.
