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
This is how an OK journey design ends up as a trains wreck. Getting from Penn Station to JFK: – At Penn Station. Can I get to JFK from here? Yes trains take 20 minutes and leaves every 15. It costs$4.19. – At train marked to JFK to fellow passenger. ‘Does this train go to… Read More
We have seen huge strides made to improve the customer experience but research published by Econsultancy yesterday shows how far most companies have to go: Only 1/3rd of Clients say CX is a collaborative process, 40% say each department has its own Agenda, Just 6% say they have now proven the tangible business benefits from… Read More
HomeServe, the home emergency repairs business has transformed itself since the dark days of 2011 when poor practice eventually led to the largest retail fine ever handed down by the FCA. Since then it has set itself the target of becoming the ‘number one home assistance company providing effortless customer service by 2020’. It has made… Read More