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
Part of the problem or part of the solution?
Increasingly brands must decide if their actions will cast them as hero or villain. It is all too easy for old, once successful behaviours to put your brand on the wrong side of fast changing public expectations and opinion. Yesterday I was the unlucky recipient of a fantastic example from Owl Barn Gifts. I got… Read More
Overcoming hesitance and fear of change
Hesitance and fear – How to get staff to act and support them through the roller coaster of change. Perhaps the single most common mistake made with Customer Journey work is underestimating how hard it is to get people to do something new or differently. All too often we hear of research that has identified… Read More
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