It’s about brand ergonomics
A customer experience should be uniform for all ages. Most often it is not. Failure to consider the physical changes we undergo as we age may threaten customer loyalty and limit the appeal to new customers.
Designing touchpoints to be age-friendly adds no extra costs.
Lifetime CX can be applied in conjunction with Net Promoter Score (NPS) or other CX processes to monitor and correct problems that affect the customer journey.
It all begins with an audit
We conduct a detailed evaluation of your entire customer journey through the prism of physiological ageing.
The unique AF Audit Tool which we developed, covers a vast range of touchpoints and can be customised to the customer journey for any brand or category.
Our unique approach based on brand ergonomics often reveals failings that could not have been imagined without the rigour of our tools and processes.
Find out more about the AF Tool here.
Comprehensive insights and reports
Our assessment will identify the areas of ergonomic weakness in the customer journey, recommend solutions and provide thoughts on priorities for improvement.
The report is comprehensive and insightful.
Apart from the issues identified, the process helps teams gain a deeper understanding of the impact of physiological ageing on the customer experience.
Contact us for a proposal tailored to your category.
Training
Experiential and effective
We provide a deeper understanding of the needs of customers as they age in a way that’s insightful, interactive and fun.
Participants are challenged to undertake a variety of ordinary consumer tasks while experiencing simulated ageing impairments.
Some of the world’s leading companies have benefitted from these workshops. It’s a clear opportunity to steal competitive advantage.
Contact us for a sample training workshop programme.
Ideas and Innovation
We are experts at adapting the customer experience to the changing physical needs of older people in a way that will benefit customers of all ages.
Clients call our work “methodical, innovative and thorough”.
Delivered as a report to a small group or to larger groups in an interactive workshop format there’s always practical and valuable learning.
Workshops sessions also serve to educate teams about the needs of customers as they age.
Contact us to learn more about our Ideation workshops.
Strategy?
We’ve probably done it before
Our unique perspectives on ageless marketing have lead to a wide range of fascinating assignments
Consumer product
A sales force guide that engages the retail trade in a discussion about older customers and how to retain them
OTC Pharma
A report on the global best practices and recommended positioning
Tourism/hospitality
A global strategy that embraces ageing consumers in a way that does not alienate younger potentials
Telcommunications
Feedback on the ‘Age-Friendliness’ of prototype designs for a new remote control device
Insurance
Competitive strategy to combat encroachments on a client’s older customers
Banking
Strategy to encourage older customers to embrace online banking
Have a strategic challenge? Contact us to learn more about our strategic work and ideation workshops.
Speaking
Liven up your next event
National Manager – Conferences. ProInvest Financial group.
- Voted “Best Speaker” – Investing in the Ageing Boom
- Lead panelist at Ageing Asia – World Knowledge Forum
- Voted “Best Speaker” – 3rd Annual Asia Research Conference
- Voted “Best Speaker” – 2nd World Advertising Forum
- TEDx Victoria Harbour Speaker
Change the way you think
Kim is one of the few global authorities on the ageing consumer and brings the subject to life with entertaining and informative keynotes.
From small executive team briefings to global and regional conferences his presentations engage at every level.
He will change the way you think about customer experience in an ageing world.
