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.
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.
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
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 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.
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.
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.