Bringing customer
insight to life
Helping businesses succeed through true customer-centricity
The best, most useful 90-mins
I have spent
this year.
Head of Product Development
About
As the producers of the hugely popular Channel 4 show Gogglebox know, real people make excellent viewing - they're honest (sometimes brutally so), authentic, insightful and funny.
With Meet the Customer, we harness the power of real people in order to help businesses do better. We create opportunities for companies to hear directly from customers (or potential customers) as a means to improve their products and services.
Simple, but genius.
Our story
After 12-years at the BBC (including launching the biggest programme of customer engagement in the corporation's history), Nicola Crowther (founder of Meet the Customer) saw first-hand the huge business impact of hearing directly from real people.
Over10,000 leaders, content-makers, journalists and product-owners took part in the programme, creating real and lasting change that benefitted both the BBC and its customers.
Learning from the many successes (and occasional failures), in delivering this work, Nicola and her merry band of hand-picked associates, are world-class in the field of customer-engagement. Put simply, hearing direct feedback is a powerful way to create emotional connection with your customers (whose lives, habits and beliefs may be quite different to yours and your teams). It's a hugely impactful way to help you become truly customer-centric and ultimately improve how you do business.
A first-class professional who has created a step change in the culture of customer engagement.
Meet the Customer (Virtually)
What could be easier for time-pressed teams than the opportunity to dial in remotely to hear from real customers in real time.
Working remotely is more inclusive, ensures you can meet people from right across the UK (and even globally) in one session and requires less lead time.
Impactful, agile, cost-effective and packing a punch - your teams will be talking about what they heard for months afterwards.
Hosting/Facilitating
Our team are experts at facilitating brilliant conversations - creating rapport quickly with people from all walks of life. We create psychologically safe environments where people feel welcomed, included and able to be their authentic selves - leading to frank, honest and insightful conversations.
If you have a group of customers ready for us to speak to, let us pick up the reins and plan and host a session where you can discover what they really think of your products and services.
Meet the Customer (In Person)
From slots at team away days, to full-scale one-day events, we can provide face-to-face customer-engagement sessions across the whole UK.
MTC will plan a range of interesting (and, dare we say, fun) activities that will deepen understanding between your teams and your customers (existing and potential).
Market Research
Another tool in our customer-understanding armoury is market research.
From online surveys, to polls, to in-depth studies, we can offer a smorgasbord of methodologies to suit your budget, timescales and areas of interest.
Why it matters
According to EY industry research*, 'radical customer centricity’ is no longer simply a business differentiator, it is business critical.
EY recommend that everybody - at every level, in every division, in every business should regularly listen to customer feedback.
To be successful, businesses 'must create a continuous feedback loop...allowing you to address customer comments in real time and develop future products, services & experiences to exceed their changing demands’.
*Tech Horizon: Six habits of digital transformation leaders
How it works
01
02
Planning
We'll set up a call to get to the heart of what your objectives are, e.g. understanding your customer experience, product or service improvements, increasing sales and so on.
From here, we'll work out which package best suits your needs, create a brief and get cracking.
03
Delivery
After delivering over 500 sessions to date, you can be confident that you're in safe hands.
We understand how busy you are, so on the day you and your teams get to simply sit back, watch, ask questions (if you'd like) and learn.
Our brilliant hosts will guide you through every aspect of the event, including a plenary session at the end.
Working with our specialist recruiters, we'll find the perfect people for you to meet. We are experts at finding people from all four corners of the UK and from every demographic.
We'll plan the session, create the materials and set up the logistics.
04
Application
After the session, we'll send on the assets from the day, your edited film highlights/podcast and a headline report with the key takeaways.
We'll check in with you later down the line to find out all the ways you've been able to apply the super-insightful things that your customers (and hopefully now new customers) told you.
