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
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
The 6 greatest challenges Waitrose, SKY, BP, Three and others face when delivering integrated customer experiences in a multi-channel world (The chances are that your company is facing many, if not all of the same challenges.) At the end of September 2016 we ran our second CX Best Practice Exchange, this time with Google and… Read More
As the Brexit vote unfolded we spent two fascinating days helping the senior management team of one of the UK’s largest travel companies understand how it could use customer journey mapping techniques to improve business performance. Although our work was unrelated to Brexit it was fascinating to hear their personal and business views as the result unfolded…. Read More