Our role is to help you create and deliver your customer experience strategy.
There are seven basic steps to delivering a great customer experience. In theory, they’re simple; in practice, they’re difficult to do well. We can provide guidance at each stage. Click on each heading to see more about the specific ways in which we can help in each area.
||1. Gain insight: customer experience research
Find out what your most profitable customers value, what they define as a great experience, what they think of you, and what would increase their loyalty and advocacy. Discover what helps or hinders your organisation in delivering a great customer experience.
2. Brand promise definition
Articulate the value that you wish to deliver to your most profitable customers.
3. Customer experience design
Design a customer experience that delivers this promise and differentiates your brand at each key customer touch point.
4. Organisational alignment
Align HR, Marketing and Operations with your strategy and plan your customer experience implementation.
5. Customer experience communication
Create company-wide events and communication tools to raise awareness, understanding and commitment to delivering your customer experience.
6. Customer experience training
Equip your people with the skills and knowledge to deliver your customer experience through branded training that brings alive your brand values.
7. Customer experience measurement
Evaluate your progress and design a customer experience scorecard to link results to key financial measures.
Leading your customer experience.
We provide strategic advice and guidance to enable you to lead your customer experience and ensure its success.