of business leaders agree that customer experience is vital for success. Source: Harvard Business Review, January 2017
By the year 2020 customer experience will overtake price and product as the key brand differentiator
Source: Walker study 2017
of companies believe their customer experience is superior.
Only 8% of customers agree.
Source: Harvard Business Review
WHAT WE DO
SPIKE help businesses benchmark, monitor and improve their customer experience to deliver commercial value
Understand your customer behaviour and opportunities
Identify quick wins and prioritise programmes to deliver value
Monitor what works real time and optimise ongoing
BI & DASHBOARDS
ABOUT USOur philosophy is “earn while you learn”
We combine all our expertise with powerful data analytics and the latest technological developments to uncover opportunity insights and deliver proven customer programmes.
Jon Walton and Roy Barker first met at Carlson Marketing in the 90s working across loyalty programmes in automotive, financial services, FMCG, telecoms, travel and online gambling
Then in 2009, we got back together to set up SPIKE realising that today’s big data and new technology were not being used to anywhere near their full potential – to improve customer experiences and substantially increase revenues.
SPIKE’s foundations are built on Data, Technology and NPS®.
Net Promoter Score® and Net Promoter System® are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.
“SPIKE love using data and technology to drive maximum commercial effectiveness – I’d recommend them to anyone that wants to take their marketing to the next level.”Gary Kershaw
“I enlisted the guys from SPIKE to assist us with our strategic planning and the results of their work, which was extensive and thorough, have been eye-opening.”Andrew Williams
“Above all they ‘fit well’, providing guidance and support by getting right under the skin of our business and understanding the in-house teams skills and shortfalls.”Pete Tyler
FROM THE BLOG