expertise in customer focus
Are your customers consistently front and center?
Do you understand their needs so well that imagining, developing and communicating hugely valuable propositions is a piece of cake?
Knowing what motivates customers and optimising your business and communication for that is good for growth, good for healthy profits, and good for future staying power.
CUSTOMER JOURNEY
mapping & advice
Bringing the entire customer journey into view to gain insights into any bottlenecks and pain points where customers are tempted to abandon the process, as well as where general improvements can increase satisfaction. Also searching out points where innovations, new products or more service can make them even happier! Happy customers tend to stick around longer, spend more money, buy more things. A great customer experience means a higher Customer Lifetime Value.
CUSTOMER KNOWLEDGE
research & interviews
Increase customer satisfaction and improve your organisation's customer focus with actionable insights into what people want and how they prefer to use products and services. Better than surveys (aka: 'mood barometers'), using in-depth interviews and qualitative rather than quantitative research to reveal experiences and motivations is how you discover what moves your customers. If you truly want to improve your offering. Or turn indifferent customers into raving fans.
CUSTOMER INNOVATION
mining the customer base
A meaningful segmentation can provide two ways to improve the organisation's profitability using better insights into your existing customer base. On the cost side, you can improve your efficiency and effectiveness by offering more relevant service levels instead of ‘one size fits all’. Then, by actively identifying customers who might buy differently and stick around longer if they were given a little more attention or a more relevant offer, you can also significantly improve the revenue side.
CUSTOMER FOCUS
coordinating the brand
Want customers to understand you? Trust you? Present them with a cohesive image of a customer-focused company that they will love doing business with. An organisation they will want to be associated with. One that offers solutions to their problems. Specialized content and a consistent experience, both physically and virtually (including products and services!), all help to tell a compelling story and communicate your brand in ways that keep them coming back for more.