Allen International is a strategy driven retail design agency. Over our 25-year history we have developed a world-leading specialism in design for the retail and financial service industries. We drive physical, digital, brand and human behaviour change across businesses around the world.
We use design as a tool to leverage change, solve problems and bring success to our clients. We believe in "Connected Customer Experience." When a business understands and communicates its personality across all its customer interactions—physical, digital and face to face—that the resulting behaviours truly delivers customer satisfaction, operating efficiencies, brand advocacy, staff engagement and ultimately, financial gain.
Personalities – represents the brand, its vision, its promise, its values and its mission. The DNA that flows through any organization.
Behaviours – is the operating structure of a business, its technological capabilities, the organization of its people and the overriding governance.
Interactions – represents all the channels through which the business touches its customers. Physical, digital and personal.
There are three secondary factors that will also have a direct effect on the quality of the customer experience:
The strength of the communications to promote and represent the brand and services
The behaviour of the staff according to the brand traits, the culture and training of the people within the business.
And finally, the processes dictated by the structure and capabilities of a business, that have a direct effect on the delivery quality of any customer interactions.
This holistic view of a business’ strengths and weaknesses helps guide the design decisions we make in optimising the best possible customer experience.