CJC delivered everything we asked to a very high standard - in full, on time and on budget
Dave Kidd, Head of Business & Data Improvement, NHS Property Services Ltd
NHS Property Services has an ongoing programme of transformation to improve operational performance, to become more customer centric and better positioned to support the evolving needs of the NHS.
We had an incredibly demanding schedule and appointed Customer Journey Consultancy (CJC) to help us map 17 As Is Customer Journeys, produce 8 detailed Personas, conduct in-depth research with customers, help our CX team develop their ability to produce customer journey maps and produce a CX strategy and roadmap.
CJC put a highly experienced senior team on the project and delivered everything we asked to a very high standard - in full, on time and on budget.
The work was demanding but the CJC team were fun to work with, professional and accommodating throughout.
We felt we were in very safe hands and it was a joy to work with them. We are grateful for what they did to help us deliver this project. I am very happy to recommend them to you.
CJC bring a great team together, they provide clear vision and direction
Klynn Alibocus, Digital Strategy Manager, AXA Wealth
Martin is a consummate CX professional bringing the customer needs to life, which sometimes is forgotten about in a large organisation. Martin is not afraid to challenge C-level individuals in their thinking with a view to championing the customer viewpoint.
We are now in a great position to exploit the very significant market opportunities we have identified.
Ed Harvey, Group Marketing Director, Birkdale
Customer Journey Consultancy helped us rewrite and restructure our web sites, develop Personas and conduct qualitative research across consumer and business segments.
They were very easy to work with and their output was always on budget, on time and of a very high quality. Their insight was thorough and action oriented. It helped us understand how to unlock this market, to identify new opportunities and to further develop our sales and marketing activity. With their help we are now in a great position to exploit the very significant market opportunities that we have identified.
I can happily recommend Customer Journey Consultancy.
Improved & redesigned parts of our online and multi channel offering
Jeremy Maxwell, Multichannel Director, Wolseley UK We asked Customer Journey Consultancy to help us understand how we could further improve our multichannel offering. Using mystery shopping, customer insight and debriefs with branch and contact centre colleagues they were able to confirm and prioritise our customers’ needs by segment and the strengths and weaknesses of our current multichannel customer experience. As part of improving our multichannel offer CJC has also helped with the design and copy of key aspects of our online journey. We have been pleased with the contribution of the team and plan to use their expertise in more areas going forward.
Helping us understand where we are, where we want to get to and the challenges we will face getting there.
Ian Adams, Director Business Excellence, Magenta Living Thank you again for your work. I’m confident I’m speaking for all of my colleagues when I say that we feel it is a very high quality piece of work which has delivered on its objectives of helping us to understand where we are, where we might want to get to and the challenges we may face in getting there.
Expert in the field of CRM strategy
Chrissy Saunders, Managing Director, Direct Experience
We now understand how to transform customer interactions
Tom Wilkinson, Marketing Director, AXA Wealth
I can happily recommend Customer Journey Consultancy
Tom Wilkinson, Marketing Director, AXA Wealth
…Customer Journey Consultancy helped us restructure and reinvigorate our Customer Experience capability.
With CJC’s help and leadership we have developed a clear and powerful understanding of how we can transform customer interactions to drive sustainable, profitable, competitive advantage. We are now working hard on implementation.
As a result, I can happily recommend Customer Journey Consultancy.
The mystery shopping has been hugely beneficial to us and has had a profound impact on the team
Fiona Neil, Head of Group Communications, Stannah We asked CJC to Mystery Shop our sales process and the resulting research has been hugely beneficial to us and has had a profound impact on the team. We have made substantial changes to the structure of the team, the resources that they use and the sales process they follow.
We are very pleased with the work CJC has produced
Oliver Jones, Head of Operational Support, L&Q Housing Trust
We retained Customer Journey Consultancy to help us understand the journeys, service experiences and expectations of our customers and to design ways to improve customer satisfaction….
….Their work included extensive ethnographic research in resident’s homes, focus groups and internal workshops.
We are very pleased with the work CJC has produced. It is now helping us focus our management time and effort on those areas that will have the greatest impact for our customers.
Improving customer experience and reduce the cost to serve
Zoe Manning, Housing Services Manager (Customer Service), Alliance Housing Social Housing, like almost every other aspect of life, is changing rapidly with customer expectations rising and the downward pressure on costs increasing. We wanted to ensure that our team has an accurate picture of how customers view the service Alliance Housing provide and that our programme of change responds adequately to these perceptions to help us achieve our objectives. Martin conducted a very short project. He bought his experience to bear and helped challenge and shape our thinking and our plans. He developed the beginnings of a Customer experience strategy and roadmap to help us respond to the market realities and move towards the objectives we have set. I was very happy with the way he interacted with our staff, the speed of his work and the quality of his thinking. I would happily recommend Customer Journey Consultancy to anyone who wants to improve the experiences of their customers and reduce the cost to serve.
They know their stuff. It has given us exactly the focus and impetus we’d hoped for.
Julianne Britton, Head of Customer Services, GreenSquare Group GreenSquare has been through a lot of change in recent years and we wanted to refocus staff efforts on delivering excellent service and communication to our customers. We wanted to produce a prioritised series of changes that we can deliver and that will have the greatest impact on customer satisfaction. We were delighted to appoint Customer Journey Consultancy to help us with this challenge. Their team gave us great confidence and helped us structure a project that fitted our budget and timescales. They helped us identify the most important customer personas we serve, recruited customers with the correct profiles and conducted qualitative research. They bought the findings from this research into a Customer Journey Mapping workshop that produced ‘As Is’ and ‘To be’ customer journey maps. With their guidance we then prioritised the changes we would need to make to deliver this ‘To be’ journey. Customer Journey Consultancy presented the findings and conclusions from the project to our Leadership team. It was an extremely powerful session that has directly impacted our plans for service improvement. We are now working hard to turn these plans into reality for our customers and staff. We will be using CJC again to help us through these exciting changes. As a result of our experiences I can thoroughly recommend Customer Journey Consultancy. They know their stuff, have managed the project and our teams really well and helped us produce a plan that is ambitious but achievable. It has given us exactly the focus and impetus we’d hoped for.
Customer Journey Consultancy helped A-Plan at a critical stage in our development.
Zac Peake, Growth Director, A-Plan Insurance
“Martin and his team at Customer Journey Consultancy helped A-Plan at a critical stage in our development. Based on an extremely strong consumer proposition and high advocacy and loyalty our business had been growing steadily – but we recognised that we had the opportunity to move beyond being “the best kept secret” and to grow more rapidly. We needed a partner and advisor who could help us kick-start some of our activity and set the scope and direction for our next phase of development. Martin helped us frame our marketing strategy, develop specific marketing plans, and put some of the consumer and customer journey research foundations in place to support our growth plans.
We have been delighted with the work Martin and his team at CJC have done and I can happily recommend them.”