First and foremost, we’ll listen to understand.
Then, our support will take the form of either being a consultant or a coach.
We’ll find ways to help you help your organisation enjoy the commercial benefits of having a focus on customers.
We’ll help organise the thinking and operationalise the doing. We’ll give you the reassurance of fact-based options for what you should do next, why and how. Our aim is that you can move on quickly with confidence.
We’ve worked with Customer Experience people and Customer Success teams across a wide variety of sectors. Exactly how we approach the work will depend on the outcomes you are looking for. But, more often than not, we give you clarity about what it’s really like to be one of your customers, what it should be like and why, and how you can help the rest of the business make the right changes.
Or, we can coach individuals or teams in the principles of Customer Experience so you can do it all yourself.
- CUSTOMER JOURNEY MAPPING
Always a great place to start and done effectively, hugely valuable
- EMPLOYEE EXPERIENCES
What’s your employer brand and what is the culture like for those delivering the experience?
Know what to do when doing the right thing feels overwhelming
- CUSTOMER EXPERIENCE STRATEGY
Create a guide for the rest of the organisation that they can all get behind
- VOICE OF THE CUSTOMER
Create genuine empathy, from surveys to ethnography
Everyone benefits when you improve the experiences for those customers with hidden or visible disabilities
Quantify the performance and benefits of CX
Creating meaningful structure, prioritisation and engagement around your CX efforts
How well aligned is the brand promise and the experience of it?
We help people in CX roles identify what their organisation can do differently and how they can achieve that. The types of work we support are often in areas such as
- getting started in creating the framework and governance for a robust Customer Experience programme
- bringing CX activity to life by nurturing a customer-centric culture and passionate employee engagement
- preparing a Customer Strategy that gives colleagues clear guidance and aligns processes
- journey mapping to really understand the niggles and frustrations and wasted costs as well as the opportunities
- creating accurate, timely and actionable voice-of-the-customer measurement programmes
Customer Experience is inherently a commercially-savvy way of thinking and so our approach is every bit about reducing your costs as it is about creating experiences that your customers will want to repeat and share. It’s that journey from giving inconsistent experiences to ones that are intentional and differentiated that that we help facilitate.
We’ll move quickly to get to know you and your business, why and how you want things to be different. We’ll dig deeper to find the facts and then advise on how to create a legacy that makes a positive and lasting difference. We bring a breadth and depth of knowledge from what we’ve seen work and fail around the world and in a variety of sectors.
We’re responsive and proactive but not intrusive when it comes to interacting with your team. Proven methodologies remain flexible. And, so our customers tell us, we’re a good bunch of people to work with.
With the reassurance that the right experiences are happening consistently come the pleasant surprises and greater momentum for your customers and stakeholders. And from the Board Room, those responsible for driving the customer agenda get the nod of approval.
If you think we might be able to help develop your customer experience capabilities do please get in touch.