I have a couple of questions...

WE DON’T KNOW WHERE TO START!

That’s ok, because we do - although we have a framework and methodology we tend to start based on where each individual business is, their challenges and maturity.  So the the first place we start is a quick assessment of your business, your goals and how customer centric you actually are today. This can involve us speaking to your staff, customers (new, existing and ones lost), and also reviewing your existing management system and focus areas.

HOW QUICKLY WILL I SEE RESULTS?

This is a hard one to answer but we’re asked it often - our goal is to work in 15 and 30 day cycles, ensuring that you and your leadership team have concrete results around initiatives within 60 days - we’re not into long drawn out engagements, we want to work with you to provide rapid changes and ensure your people, processes, technology and collaboration are adjusted to put the customer first.

WE ALREADY DO CUSTOMER SURVEYS

We hear this a lot - and in fact, many companies don’t do them regularly enough.  Our observations of working with small and large companies is that often when these surveys are conducted, they’re not regular enough (for example, annual), are not real-time (so information is provided as it happens or is relevant) and worst still, the results are kept a secret so the organisation and the front line customer facing staff aren’t aware of what’s being said or how they need to change.  Customer Surveys are very important but we challenge you to brainstorm with us how you can do them better, act on them and make them relevant and then how these weave into your other customer centric programs.

WE ALREADY DO CUSTOMER JOURNEY MAPS

Journey mapping has become the #1 focus area for many companies as they model their current and ideal customer engagement journeys.  These are very important but too often when we ask ‘what happens to these’? It’s often printed, or sent to various people and nothing truly changes or happens - true transformation should occur based on these journey maps and they should be one part of a much larger customer centric program - our goal is to bring these journey maps alive and make sure everyone understands them from the customer perspective.

WHAT IF I DON’T LIKE WHAT WE HEAR?

This is very common - too often we think ‘we know’ what the customer wants and this is where the real maturity exists - moving from thinking about the customer to acting on customer engagements is a huge change but we can help bridge that gap and work on the psychology of limiting beliefs and the beliefs that hold you back.  To become customer centric, you must listen to them and act regardless of whether you think they’re right or wrong, it’s the customers point of view that matters - no one wants them voting with their feet and moving to a competitor!

HOW DO WE GET OUR LEADERS TO THINK AND ACT CUSTOMER FIRST

The first observation here is that it doesn’t just stop with your leaders, but great initiatives from your customer facing staff will fail if your leaders aren’t truly thinking about the customer at every engagement.  Too often we see leaders talk ‘customer first’ but never act on it - too focused on their own KPI’s or achievements, they rarely even see customers except the regular visits to the same happy customers.  Everyone’s customers are more astute these days - they want action, not words and you will be judged on how well you listen and act as well as how quickly you act.  We will help your leaders through our leadership program to become true customer advocates and learn how to change their management systems and styles to constantly think about the impact to the customer.

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