“We conduct large Customer Experience Change Programs, Short CX Channel Reviews, Training & Everything in between”

CUSTOMER EXPERIENCE RESEARCH: 

Customer journey mapping and other design thinking based research methods:

1.Customer Journey Mapping (CJM)

2.Task/customer based UX Reviews

3.Prototype / concept test workshops

4.Ethnographies: Observation, Intercept

5.Mystery Shopping: One-off / rolling

6.Needs based segmentation

7.Quantitative surveys & scorecards

8.Customer satisfaction measurement

 

STRATEGY: CUSTOMER, CHANNEL & OFFERING:

Customer Experience Reviews & Change Management Programs:

1.Board & Corporate Advisory

2.Top Down Strategic Reviews

3.Change management programs

4.Value Proposition Development

5.Web / Omni Channel Assessment

6.Capability, Metrics and Scorecards

7.Media buy & partner strategy

8.Brand development

EXECUTION: 

Channel & Service Design, Management & Operational Support, Project Execution:

1.Action Planning & Program Management

2.Digital Channel & store redesign

3.Operations & org-chart alignment

4.Coaching & capability development

5.Metrics, reviews & scorecard build

6.Style, tone & content alignment

7.CRM, data & communications plans

8.Training, coaching, train-the-trainer