One of the biggest challenges with delivering any new proposition or reviewing an existing one is to understand how to think like a customer.
If you can get this right you will have a proposition that feels intuitive and right for your customers. If you get it wrong you will lose sales, experience unnecessary calls into your service centres and undoubtedly have lower customer satisfaction and subsequently lower customer retention.
Our team has delivered countless products to market and really understand the tension between getting to market quickly and getting to market right.
We can audit your existing customer experience to identify broken processes and journeys that are “pain points” and we can help you fix them to improve your cost of sale and cost to serve. Or if you are launching a new product or service we can work with you to develop the optimum customer experience and business processes.
We can achieve this in a number of ways, either working as an integral member of your team or by running specific user journey workshops to scope out the right experience and identify any gaps that could cause a commercial risk or major customer dissatisfaction.
Whichever way you choose to work with us we will strive to make your customer experience simple, intuitive and effective.
To discuss how we can help you get in touch.