The Ellis Edge

The Ellis Edge consists of three Rs:

• Retention of customers
• Ensuring your team has the Resilience to support customers.
• Ramping Up to achieve growth. 

How do you achieve the Ellis Edge? It’s quite simple really. You base all your business decisions around one question:

“What is the best outcome for my customer?”

Putting your customer at the very core of your business means that every decision you make about innovation, business development, marketing, etc will provide value to your customers and give them the best experience possible.

Sounds good, doesn’t it? Essentially, The Ellis Edge is about creating happy customers.

And I call these customers ‘Active Ambassadors’.

How does this work in practice?

Most customer experience research takes an 'outside in' approach, meaning that the customer is contacted first and then the organisation responds accordingly.

Calm Blue believes in an 'inside out' approach which considers the existing customer journey and experience through the eyes of the business. 

In order to find out more about your customers we will talk to you first. 

I want to know all about your business objectives and goals and what you're aiming to achieve. 

I create structured research programmes tailored to the needs of your business using qualitative feedback from actual members of your team, or just you, if you're a single business owner. 

I investigate your processes, your customer profiles, your sales performance, your promotional activity, pretty much everything that is related to the customer experience. 

And at some point, I may even speak to your customers. 

Making your business customer-focused takes time and effort and the rewards are considerable if you're ready to make the investment.