Our team of strategists and solutions designers work with brands to uncover and define customer experience goals and opportunities with the end customer at the forefront of every interaction.
To do this, we work across six phases:
Gain a mutual understanding and appraisal of each other’s businesses including capabilities, values, expertise, services and team members. This will result in confidence of a mutually beneficial partnership, and establish an understanding of what’s next and how it will be specifically valuable.
During this phase we will work closely with you to explore and articulate clearly your business’ current most highly valued goals. We explore, uncover and clearly articulate your goals to truly understand and define the value each will deliver to your customers and your business, and how these will be measured. These will act as the ‘north star’ for all downstream decision making and planning.
After uncovering your goals, we deep dive into the following areas to truly understand your customers, and provide a basis to inform and validate all future initiatives against:
- Customer Segments & Drivers
- Core Customer Mindsets
- Customer Segment Lifecycles/Journeys
- Customer Value Measurement.
This will involve analysis across primary and secondary, qualitative and quantitative sources using appropriate lean CX research techniques.
Gain an understanding of your existing CX platform and what technologies may be required to achieve your goals and guide initiative design. Identify opportunities and limitations for improved business processes, platforms and systems though the documented overview of your existing and future CX platforms.
Roadmap of Initiatives
Using your defined goals, understanding of value, customer and platform discovery outcomes, we take into account current financial and strategic realities to set a roadmap of initiatives to deliver against your goals. This is a living document and a container in which all initiatives undertaken focus squarely on achieving the agreed goals over a period of time or investment.
Goal Check In
As your organisation’s circumstances change constantly so too your goals need to be refined/reviewed to remain relevant, so a variation of the Goal Setting process is recommended to be repeated at regular intervals.