Understand.
We look at your customer journey through the eyes of your customers and your team: where it gets stuck, where it repeats itself, where people get lost. You leave with a clear map and your priorities.
→ See how the audit worksWe find where your customers and your team lose
time. Then we give it back to them.
A Swiss customer experience studio. We audit your customer journey, then we create and roll out what makes it simpler: website, videos, tools, coaching. One team, from start to finish.
Free · 20 minutes · no commitment
[Video placeholder · 10 to 15 s loop, no sound]
They trust us
20 years of creative and communications work, in Switzerland and France.
Three projects, three results
You have good customers. Your customer journey wears them out.
Your teams repeat the same explanations. Your customers drop off between two steps. Your communication says a lot, but guides very little.
The result: time lost every day, and customers who come back less often than they could.
How much time do you spend repeating yourself?
Adjust the four values and the calculation updates.
People in contact with your customers
5
Repeated explanations per person per dayAnything your team says over and over, on the phone, by email or at reception: how things work, which documents to bring, prices and lead times, where to park, how to use the product…
10
Minutes per explanation
5
Average hourly cost of an employee (CHF)Click the figure to type it in
917 h
spent repeating yourselves every year, or 109 working days.
Around CHF 55,000 a year.
Estimate based on 220 working days of 8.4 h, capped at one day per person.
Understand, improve, anchor: one team.
Improve.
We create what saves you time: a website that guides, videos that explain things for you, tools that remove repetitive tasks, consistent communication.
→ See what we have createdAnchor.
A good tool is only useful if it gets used. We support your team until the new habits stick.
→ See the coachingDoes your customer experience save you time, or cost you time?
5 questions, 1 minute, no email required.
Question 1 / 5
Does your team repeat the same explanations several times a day?
Friction: 0 out of 5
Let's talk for 20 minutes: your answers will be attached to your request, so you won't have to explain anything twice.
What they gained
Fondation Lenval, day-case appendix surgery.
The Foundation wanted to make this operation understandable and reassuring for children and their parents. We wrote and produced an animated film: script, voice-over, storyboard and graphic style. It is used on tablets to prepare children before the operation, and as a teaching tool for medical teams.
Much greater acceptance of day-case surgery among families. The project was commended by the ARS, the French regional health agency.
Read the case study →
HM Tech, industrial bonding systems.
For its tenth anniversary, HM Tech asked for a new logo. The real work lay in its communication as a whole: visual identity, photo direction, a website designed as a sales tool, brochure, interactive greetings card, clothing and calendars.
First spare parts request through the website in under 45 days, a first for the company.
Read the case study →
Acoudesign, sensory acoustic solutions.
An innovation that is hard to explain, and a trade show where it had to stand out. We created the identity, a set of illustrations for each context of use, a 2D animated film that explains the system in a few seconds, and the experiential stand at VivaTech 2023.
Results up 227-fold in the VivaTech year, compared with the year before.
Read the case study →How it works, step by step
Customer experience audit
We interview your team, go through the journey as a customer would and analyse your tools. You leave with a map of your customer journey and your priorities.
Priorities and plan
Together we choose what will save you the most time, the fastest. You receive a clear quote, in CHF.
Design and production
Website, videos, tools, content. You approve each stage before the next one.
Coaching
Your team makes the tools its own, and we measure what has changed.
You talk to the people who do the work.
New Tells is [partner's first name], on strategy and storytelling, and Gaelle, on art direction and production. A small team based in French-speaking Switzerland: the person you talk to is the person who does the work.
[Portrait]
[partner's first name]
[Portrait]
Gaelle
What they say
[Citation du client.]
Frequently asked questions
From CHF 2,500, depending on the size of your organisation. We interview your team, go through your customer journey as a customer would and analyse your tools. You receive a map of your customer journey and a list of priorities, ranked by how much time or how many customers they will bring you. Then you decide whether or not to put them into practice with us.
Around three weeks for the audit [to be confirmed]. After that, it depends on the work: a few weeks for a module or a video, two to three months for a website.
Not necessarily. We start from what you already use, and only suggest a change when the benefit is clear.
Yes. The method works just as well for a team of a few people as for an SME with several sites.
We work mainly in French-speaking Switzerland, and also in France. [German-speaking Switzerland: to be decided.]
La réponse, en quelques phrases.
What if your customer experience saved you time?
Start with a 20-minute call. Together we look at where your customer journey costs you time, and whether an audit is worth it.