Typical Menu of Services

We offer a range of services that we would always tailor to your exact needs. Costs depend on the complexity and scope of your task. Here are some indicative timings and costs based on three different scenarios.

1. Simple – Internal workshop only

The simplest projects can consist of a single step, an internal workshop facilitated by us that maps the key touch-points along a typical customer journey, identifies which are ‘moments of truth’ and creates a consensus around what good/better and best customer experiences at these moments of truth would look like.

To minimise the time your hard pressed staff need to commit to this workshop and to ensure it is productive we would do some preparatory work with a few key individuals beforehand. This enables us to come to the workshop with an initial customer journey and with straw-man ideas already roughed out. We would also write up the workshop findings and present those to key stakeholders.

Costs would be £6,000 – £12,000 and the project would take 3 – 4 weeks to complete.

2. Medium – Workshop, qualitative research and service capability mapping/coaching plan

A more complete programme might add two further dimensions.

  • First some qualitative research to confirm or modify the internal view of the customer journey and to explore customer needs and expectations and how customers feel about the journey they experienced. These interviews can also be used to explore potential changes to the journey.
  • Secondly to map the existing staff service capability and capacity to deliver the target customer journey and to develop a practical coaching plan to bridge gaps between current and required skills, experience and structure.

For a small to medium sized enterprise costs for all elements in sections 1 and 2 above are typically £20,000 – £35,000 and would take 8 – 12 weeks.

3. Large – Workshop, mapping, qualitative research, service capability mapping and coaching plan plus process redesign

Two further pieces that companies sometimes want to add are:

  • A detailed, quantified Customer Journey Map
  • And process mapping

By a Customer Journey Map we mean a detailed path analysis of the individuals steps (across multiple channels) that customers make. Where possible we use existing MI to add numbers to these maps so we quantify where people drop out of the process and therefore where the greatest opportunity for improvement exists. Think of the path analysis you get from your web analytics tool (one of the inputs we would use to build up our multi-channel map).

The second is to map your process. We talk to key interaction owners and understand what the supposed process is. We then observe what the actual process is and finally we look at our customer insight to see what your process needs to be to deliver the experience customers want. The output from these insights will give the business a solid understanding of what changes it needs to consider, creating a process that works for staff and for customers.

Costs for all elements included in 1, 2 and 3 would typically be in the region of £50,000 – £80,000 and a project of this size would take some 16 -20 weeks.

Our menu of services

SimpleFullComplex
What’s happening nowInternal workshop Accompanied shop, call, web Call centre CE benchmark+Multi-channel path analysis Customer effort score Sales performance metrics+Real-time Service Delivery Employee effort score Data match/append Data profile & segment
What customers wantCustomer journey design Customer focus & validation+Marcomms & web concepts F2F experience design+Brand perception Service design Brand expression guide
What we're going to do, howStrategy (brand, comms, proposition) KPIs+Skills map Process map Delegated authority+Business structure Technology and systems
What customers wantCross functional team creation Customer feedback report+Customer video Dashboard Leadership team mentor Channel alignment+Internal communications Implemented Vs designed