NEW
>> Fast-Track Program >>

New World.
New Opportunities.
New Growth.



Signature Customer-Centric Method

Connect, unite and align to enhance value and drive growth



CONNECT

Connect with deep customer understanding and insight

CLARITY

Unite with a new CX vision and strategy


COLLABORATE

Align to deliver better experiences for growth


How the Signature Program Works


  • CUSTOMER LEADERSHIP

    We’ll work with you to design a robust customer experience framework that delivers organisation-wide, shared customer understanding, a vision of the experience and empowered teams for CX leadership success.

    DEEP CUSTOMER UNDERSTANDING

    We’ll help you to perspective-take through the lens of the customer journey; deeply understanding their behaviour and emotions to re-prioritise what matters most to them.

    NEW INSIGHTS FOR DIFFERENTIATION

    We’ll facilitate the discovery of contextually relevant customer insights to design signature experiences that deliver differentiation.

  • NEW OPPORTUNITIES FOR GROWTH

    We’ll assist you to rapidly identify new opportunities; anticipating your customers’ needs at each step of their path-to-purchase and service journey to more effectively build growth.

    UNITE AND ALIGN YOUR TEAMS

    We’ll help you empower customer ownership; uniting people across the organisation with a new CX vision and strategy and aligning employee teams to work together to deliver the experiences that matter most to customers.

     

Find Out How Our
Signature Customer-Centric Method
Connects, Unites and Aligns to
Enhance Value and Drive Growth


BOOK A 30 MIN Q&A

“Alex was fantastic at connecting our customer journey insights to our culture development, demonstrating how we can collaborate as one team to be a truly customer centric organisation.” – Chief Experience Officer, Australia’s fastest growing tourism group

  • Your Customers’ World Has Changed

    The world as we know it has changed. Our customers are adjusting to new ways of living, working and socialising. Along with this change comes a new set of customer needs, new problems customers are wanting to solve and changing CX expectations.

    Given we’ve all been crisis affected it’s easy to make the mistake of assuming that your customers’ experiences are the same as yours. Or, in rebuilding for recovery, of using outdated customer data that’s based on old needs and expectations. Or worse still, relying on anecdotal feedback or CX scores alone.

    These mistakes will cost businesses competitive advantage; negatively impacting how they reshape their CX strategy to capitalise on new opportunities and pivot offerings to deliver relevant experiences that matter most to customers in the new world.

  • Unlocking New Opportunities

    Identifying your customers’ new need state is the key to unlocking new opportunities for growth. Their needs, problems and expectations are being shaped by a vastly different work-life, home-life and lifestyle. Their new-world context is set to become their new-normal.

    In rebuilding for growth, Marketing Leaders, CMO’s, CXO’s and CCO’s face a twofold challenge. They will compete in an highly commoditised market where the ROI of advertising will decrease, and in the race to digitise brand interactions and touchpoints, competitive advantage will be lost.

    The key to unlocking opportunities is understanding your customers’ new world. Opportunities that are contextually relevant and provide future-facing possibilities to create new value, differentiation and rebuild growth.

>> Fast-Track Program >>
Unlock New Opportunities For Growth
> In Just 5 Weeks >


> 1. LISTEN-LEARN

Customers are adapting to new ways of living, working and socialising. We start by taking a deep-dive into their new world. Discovering their new context, problems, unmet needs and changing expectations. Get a CX advantage by utilising new-world insights to re-prioritise what matters most to customers.

> 2. NEW MAPPING

Step into your customers’ new world. Understand their new mindset, goals, gaps and influences in the journey to rebuilding their lives. Utilising visual tools, rapidly engage and align employee teams with a new-world perspective to get cross-functional teams on the same page and working together to respond quickly.

> 3. NEW INSIGHTS

Unlock new opportunities to quickly anticipate what your customers need next. Provide teams with clarity and certainly utilising contextually relevant customer insights for ‘customer needs-based’ problem solving and decision making to deliver new value, competitive differentiation and rebuild growth.

5 Week Program
Understanding your customers’ new world
to unlock new opportunities for growth

A Faster and Smarter Way to Get Strategy Right
>> Fast-Track Program >>
Find Out How


BOOK A 30 MIN Q&A


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