Customer Experience
How we do it?
Understanding the customer journey from end-to-end is key to driving growth. Integrating and aligning the value proposition, marketing activities, sales activities and operational processes enables businesses to acquire customers faster and retain them for longer. We use simple tools to identify opportunities for higher value experiences and create rich discussion and unity across the business.
Why would you?
- Introducing new products, services or channels - planning for go-to-market and future scalability.
- High customer churn or poor customer feedback - address known issues or redefine your customer interactions.
Accelerate Growth, Reduce Churn
Improve Speed, Cost & Quality
Optimise
How we do it?
Process mapping and causal analysis is central to identifying and improving the drivers of quality, speed and ultimately cost. We will help you reduce the non-value activities and improve those that are of greater business and customer value, i.e. optimise time and effort for you and your customers.
Why would you?
- Inconsistent service or product quality - fix known and unknown drivers of quality.
- Market conditions creating cost pressures - increase efficiency and utilise resources more effectively.
- We want to grow faster - increase your capacity to do more, or prepare your scalability.
Measure & Manage
How we do it?
Understanding customer satisfaction and your operational goals is the start point. Causal analysis is central to having effective metrics and if we’ve helped you Optimise, we will already know the key drivers to measure. Introducing greater discipline to how you monitor and review your metrics will allow for more focused, better and faster decisions.
Why would you?
- Operational improvements are not impacting the customer or bottom-line - improve causal alignment and control.
- Introducing a new product, service, segment or channel – measure and manage key metrics from the first day.
- Current metrics don't satisfy leadership and operational needs - differentiate the needs and disciplines each require.
Make Better & Faster Decisions