Customer Centricity
Continuous service and product innovation, increasing technological sophistication, easier access to information and a seamless experience with other organisations mean that customer’s expectations are continually increasing. To be competitive and deliver compelling propositions, maintain and grow a profitable customer base, it is imperative you take a customer-centric approach when designing your products and services.
Working with your teams to help your business understand the diverse needs of your different customer groups, redesign your services, products and processes in a way that delights your customers at every touch-point, optimising the value for your customers, your business and its stakeholders.
Helping you
To remain competitive, retain and grow your customer base, your company must adapt to its customers' needs, building both services and processes around customer-centric principles.
Working with you to design customer-centric services and processes aligned with your strategic ambition.
The key benefits of customer centricity
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Unique and engaging customer experiences
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Improved customer retention and acquisition rates
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Improved net promoter scores
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Higher quality product/service
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Reduction in failure demand
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Reduction in operating costs
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Greater productivity
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Shorter end-to-end lead time
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Reduced variations in service outcomes
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Increased profitability
Our Approach
Working with your team to design customer-centric services and processes. Following our six-phase methodology provides a structured engagement with key decision/review points. Supporting your teams to build a 360 picture of your customer engagement strategy and your products and services experience.
Customer Insight
Reviewing the information you already have on your customers to create a comprehensive picture of your current customer engagement knowledge and strategy.
Identifying the gaps, then working with your teams to create a complete picture including any new segmentation, persona’s, needs/expectation analysis, customer profitability analysis and identify current CRM capabilities.
Customer journey design
Walking the journeys in your customers’ shoes, mapping out each journey, identify where they are delighted or disappointed, driving to the root cause of any dissatisfaction.
Identify opportunities to reduce complexity, streamline processes, remove wastage and automate, along with establishing the associated business benefits.
We will identify the opportunity to enhance the customer experience by moving from multichannel CRM to an omnichannel approach.
Improvement initiatives
Redesigning your processes to be customer-centric and working with you to implement enables your organisation to provide service excellence and dramatically improve efficiency and profitability. Establishing the metrics and ongoing governance to ensure benefits are sustained and support the business’s continuing development.