Research and consulting specialists in customer and employee loyalty
Unique CX and EX insights + deep change expertise helps grow your business, profit and reputation
Your performance against expectations
is the only proven link to loyalty
Our unique Expectations Mapping and Intelligent Performance Scoring reveals what matters
most to your customers or employees and provides clear, actionable insights.
Competitor Analysis assesses and compares competitive performance, which pinpoints
where you are lagging or differentiated.
Transformative action plans are created through our workshops and consulting
services to drive your success.
Why expectations-driven CX matters
Exceptional CX drives loyalty and value
Higher customer retention protects and grows profit, securing the value you’ve already created.
Studies have proved that increasing retention by 5% improves profitability by 25% to 120%.
86% of buyers are willing to pay more for a great customer experience.
The business impact of EX
Your workforce is your competitive edge
Employee loyalty minimises expensive replacement costs and can impact profitability up to 21%.
Studies show 48% of workers resign because their company doesn’t meet their expectations.
Understanding and responding to your employees expectations is the most direct route to engagement.
Testimonials
Sectors we’ve worked with
Click on the icon to read our case studies for each sector.
ADVERTISING & MEDIA
AEROSPACE
AUTOMOTIVE
ENERGY
ENGINEERING
FINANCIAL SERVICES
INSURANCE
MANUFACTURING
NGO
PHARMACEUTICAL
Testimonials
The PO research provided the hard data, insight and incentive for us to implement a fundamental overhaul of our sales and customer service operations. Since the project was completed, sales have grown from £13m to £24m. We feel that we are in a great position to take advantage of the continuing rising demand for our products, and we’re helped in that by the strong relationships we have built up with our clients over the years.
Richard Greathead
Chief Executive Officer, Nutrition Group PLC
Manufacturing Sector
We would not have worked through the challenges we faced without your help. Our team were determined that we were not going to let this situation beat us and it really helped. We cannot put a value on it.
Helen de Bois
Group Managing Director, Rapiergroup
Advertising Sector
We wanted to develop a process with which to evaluate our supplier’s performance and knew that it should be based around assessing their work relative to our expectations. However, we struggled to define those expectations in clear terms. Promising Outcomes stepped in and provided us with a quick, efficient way to achieve this; allowing us to refine our initial ideas and clarify what ideal supplier performance meant to us. This led to a much greater understanding between us and higher levels of productivity all around. We’re extremely happy with the results.
Director
Aerospace Sector
As an international sales team, our need for a clear path to growth was paramount. After working with Rowan and the team, we benefited from the following:
- Understood the characteristics of our market segments and what they REALLY expected from us
- Understood how we compared against our competition in the areas that mattered most to our customers
- Implemented precise, targeted actions based on this customer – driven data, rather than internal data and intuition
The result? Sales, customer experience and NPS scores all showed significant improvements for 3 years in a row.
Country General Manager, Japan
Bio-Rad
Pharmaceutical Sector
Following an acquisition within our company, we used the scorecard to demonstrate to their staff that their company will be in safe hands. It is a great tool to give the vendors the confidence that the emotional capital they have in their business will be carefully nurtured and the staff will understand what they have to achieve; it has been really useful. We have also had an offer for our company and I am using the scorecard for the operational Due Diligence. If it works out as planned we could be moderately well off in a couple of months. Our business has benefited by more than £1m in acquisition negotiations and the decision not to buy a competitor in administration was directly linked to the clarity of thinking we get from the scorecard. As you can gather I am now a Dynamic Scorecard zealot, without doubt the best advice we have ever had; it is certainly the most valuable. Please tell everyone not to try to do this by themselves!
Miles Carroll
CEO, UPG
Engineering Sector
The input from the work PO has carried out for us has given us genuine insight into our customer expectations, both in terms of how we are performing against them and also from their view of our competitors. We had some anecdotal views of this but the analytical and scientific approach to measuring expectations has given us a clear path for improvements and rest assured we will then want to measure the improvement we make from the customers perspective again.
Alex Duncan
Chief Executive Officer, Openmind Networks
Technology Sector
Promising Outcomes brought us huge value based on their expertise gained from working across different industries and with all types of people and personalities. The most important value for me as a client was the trust I was able to build with them. It felt like Cathy and Rowan were part of my team and our business. They always supported me with my personal development and coaching and offered a lot of excellent advice. That was so helpful and enabled me to be my best self in my role.
Sonja Haas
Global Head of Human Resources
Internet Media Sector Sector
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