Regardless of all the clever and innovative business ideas, flashy new products and services which continue to be part of our lives, the philosophy of a “great customer experience” continues to be most powerful differentiator in any market.

 

Put simply, we can show you how to entrench customer advocacy into all parts of your company’s DNA.

 

We have extensive experience in building customer experience and advocacy programs using proven methodologies such as Customer Value Analysis (CVA) and the Net Promoter System (NPS).  Leverage what we have learned about building ‘Voice of the Customer’ feedback loops, how they can inform your decision -making and enable you to steer your business operations towards delivering innovative, customer-centric programs which generate competitive advantage and business growth.

 

We are proud of our track record in designing and implementing large customer-centric change initiatives and cultural transformation which engage and energise front-line personnel to implement customer driven service improvements.  We have an unrelenting passion for supporting and bringing people along the journey of customer centric cultural change and through it, building a sustainable competitive edge in the marketplace.

 

Our range of customer-centric services also include:

• Customer Journey Mapping to understand what your customers want and their pain points
• Understanding the key drivers of customer satisfaction for your company, and aligning the right internal ‘critical to quality’ metrics to these drivers
• Setting up or ‘baselining’ your company’s customer experience measurements and overall maturity
• Designing and implementing cross-company Service Standards to drive consistency in customer service excellence
• Managing diverse customer and stakeholder relationships, using a strong customer lens
• Designing your internal communications to engage and focus front and back-of-house operations on collaboratively delivering a great customer service experience
• When and how to implement staff incentives which drives the RIGHT customer behaviours

 

 

We need to find a real and tangible way to put customers at the centre of everything we do

David Thodey