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Better Customer Experience.
Better Business.

Build Empathy Into Your Customer Service Experience

About Us

eQ Communications is a Sydney based, marketing and communications specialist with more 25 years of experience delivering programs to enhance the customer experience by creating innovative marketing communications programs.

Through a collaborative approach, we help to drive employee engagement and tackle employee communication challenges with programs that align with organisational objectives.

We have helped small businesses, start-ups and multinationals to enhance their communications, and to build employee engagement, trust and changing behaviour, and connect with customer to drive business performance.

At eQ Communications, we are committed to helping you to deliver an exceptional customer experience.

Empathy for better customer experience

Why EQ and Customer Experience?

Emotional Intelligence (EQ) refers to the ability to identify and manage one’s own emotions, as well as the feelings of others. We consistently see a strong connection between emotional intelligence and organisational culture, and the ability for staff to deliver an exceptional customer experience.

The connection is to understand how emotions contribute to building engagement and brand loyalty, both leading to revenue performance improvements and ROI. 

Transform your customer experience by using emotional intelligence to better understand how your customers think and feel. Empathy is key in applying emotional intelligence to customer service. Make an impact, emotionally, and improve the perception that customers have of your brand. This is where a Design Thinking approach is most valuable.

Services

We can help to solve your toughest problems and work together. With our design thinking capabilities, we position ourselves in the shoes of your customers to design, build and launch experiences.

When an innovative solution is required to move your project forward, consider a Design Thinking workshop to solve problems and inspire change.

Accelerate positive change

We help our clients build design thinking capability and lead change through experiential learning programmes, innovation consulting and joint innovation projects.

We can help you to understand the challenge, prepare research and gather inspiration. Perhaps you need to explore the early phases of a project to broaden perspectives?

  • Find unique angles to solve complex problems
  • Cope with digital transformation
  • Developing a communication strategy to gain support and buy-in
Ideation From Design Thinking

CUSTOMER EXPERIENCE STRATEGY

Build a better customer experience, solve customer problems, think the way consumers think and feel and then to map their pain points.

We can assist you to:

  • Develop personas
  • Voice of the customer
  • Develop channel maps and gaps
  • Build customer journey maps
Business And Digital Transformation

TRANSFORMATION AND CHANGE MANAGEMENT

Implementing change, transforming organisations, developing high performance cultures, to deliver exceptional customer experiences.

We can assist you to:

  • Develop internal and external communications
  • Facilitate workshops and town halls
  • Plan and manage change projects
Design Thinking To Uncover Ideas

WORKSHOP FACILITATION

We introduce an iterative approach, involve all stakeholders to generate and design ideas and to define the solution jointly. We also tackle problems that are ill-defined or unknown.

We can assist you to:

  • Embed a customer excellence culture
  • Adopt a customer-first philosophy
  • Build personas and empathy maps

Enhance the Customer Experience

Redesign your services and processes to create a unique customer experience that enables your organisation to differentiate from your competitors.

Design Thinking

At eQ communications we leverage Design Thinking as our primary approach.  Design Thinking allows for the creation of practical, innovative, and cost-effective solutions that enhance customer experience.

With the rapid uptake of technology, consumers are increasingly choosing products and services based on the quality of the their experiences. To meet these challenges, Design Thinking processes and tools are increasingly being adopted in Voice of Customer processes and organisational innovation initiatives.

Design Thinking is a human-centred, iterative problem-solving process of discovery, ideation, and experimentation. The process employs various techniques to gain insight and uncover innovative solutions for virtually any type of business challenge. This method combines both analytical and creative approaches to generate solutions.

We help you to discover an innovative and unique solution. The solutions are human-centred, ensuring that the needs of the audience given priority for each idea.

Discover more about Design Thinking > 

DRIVING GROWTH THROUGH DATA DRIVEN INSIGHTS AND HUMAN-CENTRIC DESIGN

Ideas from our team

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Persuasive communication

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Inspiration

If you’re not keeping score, you’re just practising

Apply the same old thinking, get the same old results

Develop a new mindset to achieve new results

Contact Us

ADDRESS

eQ communications

PO Box 3801

MOSMAN NSW 2088

AUSTRALIA

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