SME News Q4 2024 / 24 Perfecting Expectation-Driven CX If you’re looking for a straightforward way to elevate the customer experience and drive growth in your business, we’ve found a noteworthy team of experts capable of helping across any industry or sector. Promising Outcomes is already present across the globe, with hubs in the USA and the Middle East, and we’re delighted to profile the business as it is bestowed with the title of Most Trusted Research & Business Consultancy 2024 – South East England. Promising Outcomes aids clients in strengthening critical business relationships to drive growth, profitability and long-term success. Using the expectations of their clients’ customers and employees, to understand and prioritise what really matters to them, Promising Outcomes reveals strategic intelligence and insights to unlock better customer and employee retention. These are regularly cited by CEOs and leadership teams as priority objectives in their pursuit of increased profits, productivity and reputation. Working with clients across industries from advertising and media to financial services, pharmaceutical to engineering, manufacturing to automotive, and more, Promising Outcomes helps businesses of all kinds to find a way forward when wishing to grow, retain employees, and increase customer loyalty. Many companies measure customer and employee relationships as they know that improving them drives business success. In the post-pandemic era, those same companies have told us that the methods they use are not producing the insights they need. This is where Promising Outcomes’ expectations-driven methodology adds value, as it: • Uses customer and employee expectations to define the ideal blueprint for their customer experience and employee experience • Identifies precisely the priorities for improvement – from the customers’ and employees’ perspective. • Reveals how their clients’ competitors perform. • Assists the executive team to implement the improvements. These insights help executive teams to make evidenced-based investment improvements and produce a higher ROI. The services cover five types of relationships. 3 are external: company-to-customer relationships; the relationship between the sale team and customers, and key account relationships. 2 are internal: company-employee relationships, and relationships between internal functions/teams. With a strong track record of successful projects, Promising Outcomes has established itself as a standout strategic partner for businesses since its inception. Delivering multi-million-pound growth and ROI for its diverse client base, Promising Outcomes is used by those challenger brands who wish to be industry market leaders, whether they’re SMEs or large corporates. “Our model has always been about strategic intelligence aimed at senior management and that has not changed. We now use more technology to support our information gathering and analysis, including AI, but that’s just about efficiency. Our ability to engage c-suite leaders and facilitate effective action, based on our high-quality insights, is what sets us apart.” – Harry Cruickshank, CMO A CEO of a manufacturing business shared: “Promising Outcomes’ research provided the hard data, insight, and incentive for us to implement a fundamental overhaul of our sales and customer service operations. Since the project was completed, sales have grown from £13m to £24m. Now we’re in a great position to take advantage of the continuing rising demand for our products, and we’re helped in that by the strong relationships we have built up with our clients over the years.” Driven by its core values of integrity, empathy, impact, and engagement, Promising Outcomes build close, long-term relationships with its clients. Harry Cruickshank, CMO, added, “Company leaders want insightful strategic intelligence they can act on to sharpen their decisionmaking and improve ROI. This is precisely what we deliver. For example, by analysing the expectations of a company’s customers, and the company’s performance again them, we reveal what matters most to those customers and identify and prioritise areas requiring action. This enables clients to protect and grow their profitability productivity, reputation and value.” At a time when industry commentators are reporting a drop in customer service performance, Promising Outcomes works to mitigate the risks of low employee engagement and the decline of customer experience performance on the health of an organisation. The team are totally focused on helping clients reshape and transform their operations to improve their performance and protect their valuable customer and employee assets. Here at SME News, we’re proud to award Promising Outcomes the title of Most Trusted Research & Business Consultancy 2024 – South East England, as it continues to shape the business landscape for clients of all kinds. Currently working with a FTSE100 financial services company, amongst others, their future is much like their name – promising indeed. Contact: Harry Cruickshank Web Address: https://promisingoutcomes.com/ Harry Cruickshank, CMO Cathy Fennell - CEO
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