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
Digital Exclusion – Digital Self Service
Should digital exclusion change your digital transformation plans? Social Housing organisations considering a move towards digital self-service may worry about digital exclusion. Few valid email addresses, low take up of digital services and an older customer profile can all set alarm bells ringing. Some Clients estimate that 40% or more of their customers may not… Read More
Personas and video bring customer experiences to life and galvanise change.
Our recent work showed the power of video and personas for social housing to drive understanding and change. Nothing creates change faster than a better understanding of customers’ needs and experiences. By combining personas, video of qualitative research and customer journey mapping we helped GreenSquare staff from the front line to the senior leadership team… Read More
So you’ve mapped your customer journey – what’s next?
It might sound obvious but the end of every customer journey mapping project raises the same question; what do we do now? This is born, in large part, out of the sheer diversity and volume of change opportunities Customer Journey Mapping uncovers. For us the answer is determined principally by the organisation’s capacity for change,… Read More