Welcome to Smithwell.
customer experience || experience design || brand || nottingham
Your customers' perception. Remarkable experiences need big strategies.
Award-winning experience designers place your customers in the driving seat.
Brand translators bringing it out of the brand book, into real life.
Hi. We are Customer Experience strategists and Experience Designers. We inspire organisations into customer-centricity, radically change cultures and design differentiated customer journeys. Why? To create an effortless end-to-end experience designed to increase customer loyalty, drive advocacy and boost sales.
The good news is that customers say businesses are getting better year on year at delivering a good experience. The bad news is that more businesses are becoming ‘good’. Chances are you’re quite good too… and good is the new mediocre.
A lot of money and effort is being invested as businesses try to compete on experience. It’s a powerful way to differentiate, but often their efforts become fragmented in an increasingly complex world. Seamless, low-effort, engaging omni-channel experiences are becoming the new minimum expectation for your increasingly sophisticated customers.
Due to this new complexity, few challenges in business can be solved with one set of expertise alone; we take a unique multi-disciplinary approach to Customer Experience management. Part strategic consultancy, part agency, and only the best hand-picked experts and associates. That’s our special recipe.
All too often brand and the reality on the ground become detached, resulting in off-brand or mediocre experiences; few organisations know how to translate brand out of the brand book and into real life. We’re here to change this.
We’ve been working on a new way of approaching Customer Experience. Why? The business landscape is changing rapidly, so the methods and tools that we professionals use also need to evolve with the times. No single discipline has all the answers, so let’s mix it up. Let’s become remarkable.
Director of CX Strategy
Director of Experience Design
91% of customers don't always complain after receiving poor service (40% don't think companies care).
66% of UK consumers believe customer service levels fell or stayed the same between 2009 and 2012.
89% of customers who receive a poor experience will leave you for your competition.
Only 26% of UK companies have a well-developed customer experience improvement strategy.
81% of companies with strong customer experience competency outperform the competition.
65% of customers will tell others about a negative experience - 23% of those will tell more than ten people.
86% of customer will pay more for a better experience. Only 1% said their expectations were consistently met.
Loyal customers - they don't just come back, they don't simply recommend you, they insist that their friends do business with you.
The more you engage with your customers the clearer things become, and the easier it is to determine what it is you should be doing.
Customer service shouldn't just be a department; it should be the entire company.
As you can see, we’re just doing a bit of website maintenance at the moment but we still want to hear from you. Simply fill out the form and we’ll get back to you within 24 hours, unless it’s a weekend. In which case we’ll be in our respective homes doing all the domestic things we try and avoid in the week… So, contact us and let’s chat. Customer experience strategy is energetic work that requires biscuits. Lots of them. Sometimes cake too. Let us know your preferences.