Customer Experience Consultancy
It’s our job to make your job easier, to help your team add more value to the business and for it to be more rewarding for you personally.
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 many 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, why that is, what it should be like and how you can help the rest of the business make the right changes.
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, to understand why and how you want things to be different. We listen to understand, 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 clients 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. Everyone involved ‘gets it’ and wants to do more. 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.