fhios provided an excellent service - our requirements were met with minimal input on our side and delivered to schedule. fhios showed good insight into our business and objectives and the results of the study were extremely comprehensive and have given us a great basis on which to develop the website further with a far clearer focus on our customers needs.
Online Projects Manager - Bourne Leisure
fhios is an internationally recognised leader in conducting customer experience research in the Travel & Tourism sector. Since its formation in 2002, fhios has conducted over 12 research and design projects in Travel & Tourism bringing real benefits and results to organisations such as Cendant, Bourne Leisure Group, Hilton, Carribean Cruises, Eurostar and Telextext.
We are totally focussed in helping our clients achieve the optimum ‘customer experience’ regardless of channel or medium. By using our methods and expertise, we explore 3 key elements that make up an ‘experience’ for a given moment in time and make recommendations for improvements. The 3 states can be defined as the customer’s psychological state (i.e. perception of brand), the cognitive process (completing a task or journey) and the actual engagement with the product, service or channel. This approach adopted across all customer touch points would improve the overall ‘total customer experience’ significantly enhancing the customer's brand perception and loyalty.