Build a blueprint for a better customer experience.
What does tomorrow’s customer really want?
What does tomorrow’s customer want?
Redesigning an end-to-end product or service experience is daunting and exhilarating. The first challenge is about understanding what tomorrow’s customer actually wants and making sure you’re solving the right problems.
We’ll help you uncover what customers think about the experience you deliver, what problems they want help solving, what they think of your competitors’ solutions and where they see opportunities for you to deliver a market-leading experience.
We can help you:
- See your business and marketplace through your customers’ eyes
- Identify which problems you could be the best at solving
- Define which changes would create a real point of difference in the market
How do you design a joined-up experience?
Thinking about building an app? Improving a website? A CRM programme? That’s great but how do you stitch it together successfully? How do you make the experience as a whole strong so that customers don’t fall through the cracks?
We’ll help you map out what customers need at each stage of their relationship with you; what experiences you want to deliver; what touchpoints you’ll need and what technology, processes and people are required to make it all happen.
We can help you:
- Create a customer journey map that covers every service scenario
- Define the role of every channel and touchpoint, at each moment
- Apply psychology to drive the customer behaviour at each stage
- Map out what needs to happen ‘backstage’ to deliver the vision
How do you get alignment across the business?
Fail to engage the right people at the right time and you’ll end up battling through avoidable delivery roadblocks. You’ll also have a plan that gets enforced, rather than embraced.
Joined-up solutions come from joined-up collaboration. We use collaboration methods developed by LEGO, Google and MIT that help teams avoid group-think, share their expertise quickly and openly (yes even the introverts in the room) and build creative, joined-up solutions.
We can help you:
- Collaborate with a cross-section of your business to develop solutions
- Document a compelling vision for change to get sponsors on your page
- Identify the quick wins that will build confidence and enthusiasm quickly
