Creating more profitable customer relationships
Insight | Design | Transformation
We help companies develop more profitable customer relationships by delivering better customer experiences and by designing better customer journeys.
Journeys that reduce customer effort, improve service quality and deliver more relevant communications and propositions. And daily interactions that deliver the brand promise.
We have three papers that you might find interesting; a Case History of our work for AXA Wealth showing how customer experience can drive sales and satisfaction, a Guide to Customer Journey Mapping, a powerful but often misused technique and finally a worksheet for short exercise about Stakeholder Management.
Customer insight driving change
Typically customer journey change is driven by internal considerations - increasing sales and reducing costs; in other words responding to an internal view of what customers want.
Starting with customer insight allows you to meet genuine customer needs and to profitably improve customer outcomes. Find out which customer journey research techniques work best.
What our clients say
For more testimonials, click here.
Latest Blog Articles
Have you done anything to formerly link Innovation and CX? I was chatting to the nice people at Nationwide earlier and was interested in their take. Nationwide have an active and well funded innovation team that the CX team have worked hard to build close links with. They see the resources and expertise of the Innovation… Read More
We are constantly digesting new industry data to help modify or strengthen our own thinking and so that our Clients don’t have to. I was particularly pleased to read a recent (2017) McKinsey report* that underscores the vital importance of front line staff and their line managers in delivering successful change. Here are two sobering… Read More
Last week Nikki Gilliland at Econsultancy recently wrote about how airline brands are improving customer experience in-flight. She pointed to big changes like better bag tracking, in-flight Wi-Fi connectivity, and pre-booking meals from your favourite chef. Of course Nikki is right but it’s still the small, human touches that don’t cost a lot that make the biggest impact… Read More