Innovating Customer Experiences – All Work Together.
We work with you to develop education sessions to help your business teams understand the role they play in working together to improve customer experiences. Sessions focus on the building blocks of customer-centric decision-making through connection, communication and co-creation.
We are an accredited partner for the customer-centric performance evaluation and global benchmarking tool, MRI. The MRI research delivers an understanding of the customer culture mindset. Insights from the research are used to unify focus and communicate priorities.
The analysis explains how your company rates compared to high-performance organisations including: Amazon, Apple, Starbucks, Virgin, PWC, Telstra and Westpac.
Customer journey mapping using contextual inquiry is the tool utilised to identify your customers’ unmet needs. Essential to the process is capturing the customer’s viewpoint; what they value, their social and emotional drivers, pains & gaps and ah-ha moments critical to developing customer insights.
The focus in this stage is defining your organisation’s experience vision and guiding principles. Our approach engages the wider business to collaborate on developing the experience aspiration and defining the experience principles that will inform the businesses day-to-day customer-centric behaviours.
Our customer innovation labs incorporate active customer participation in the Design phase of creating the new future. The workshops use Design Thinking to ideate and prototype new sources of customer value and differentiated experiences to drive sustainable growth.