Customer Strategy

Take a chance on poor customer experience? Mamma Mia, no!

Take a chance on poor customer experience? Mamma Mia, no!

In the midst of the ‘Experience Economy’, where Customer Experience is the key driver of lasting customer relationships and loyalty, many organisations still leave things to chance. Instead, a clear customer strategy is essential to design and deliver coherent, meaningful and differentiated CX

Customer strategy: The missing link

Customer strategy: The missing link

Do you have a clear Customer Strategy to shape the focus of your CX programme and supercharge its delivery and impact? The reality is that not only many organisations overlook this aspect of the CX programme, but many do not have the right skills and tools to design a successful and brand-aligned Customer Strategy.

You're hot and you're cold

You're hot and you're cold

Many studies show that customers’ behaviours and decisions are greatly influenced by emotions. However, most organisations are not clear about what their customers’ emotional motivators are and therefore ignore opportunities for strengthening customer engagement.

Once upon a time, design was for kids

Once upon a time, design was for kids

Businesses increasingly use the word ‘design’ as the solution to many problems. However, many still adopt traditional process design techniques, which are not able to bring the right customer focus or lead to innovative solutions.

Emotions are loud but nobody listens

Emotions are loud but nobody listens

People's decisions and behaviours are driven by emotions, but most Voice of the Customer programmes focus only on the transactional aspects of the customer journey, without trying to understand how the customer felt

Escaping the deserted Island of strategy

Escaping the deserted Island of strategy

Strategic talk alone doesn’t change the reality of the present. The best brand strategies are supported by a clear understanding of how they can be brought to life and become part of the DNA of an organisation – well before they start to communicate to their customers those new brand promises.