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.
Customer Journey - Customer Experience - CX - Customer Journey Mapping
Light reading
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.
Read our case history on AXA Wealth
Download the Customer Journey Mapping Guide
Download the Stakeholder Worksheet
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.
Client Experience
Latest Blog Articles
What will your customer journey look like in 2021?
I’m sure you, like most of our Clients, have made huge changes to the way your people work and to your customer journey as a result of COVID-9. There still many unanswered questions but people are now looking to the future and wondering which changes they should keep, or ditch, and what further changes they… Read More
Remote learning – does it work?
During these exceptional times many organisations are taking the opportunity to provide staff training remotely; but can training via Zoom or Teams really work? We continue to deliver training on a wide range of topics, albeit remotely. These include Customer Experience theory and techniques, how to run a Customer Journey mapping workshop and how to… Read More
Roundtable report – Housing Association responses to COVID-19
On Thursday 9th April we facilitated a meeting of a small group of Housing Associations to begin to compare and contrast responses to COVID-19. The meeting was very productive and valuable. Below is my summary of the key points from the discussion. You can view a fuller report of the meeting here: Summary of roundtable… Read More