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Customer

80% of companies think they deliver a great experience but only 8% of customers feel they get one. With expectations increasing exponentially, it’s getting harder to anticipate and meet customer needs. We help our clients go beyond the surface, putting customers at the heart of what they do, from insight and strategy to engagement and delivery.

What We Do

Insight

Understand your customers and their needs

Our approach combines customer analytics, segmentation and ethnographic data to generate actionable insight.

Strategy

Meet your customers’ needs and align them with your business strategy

Our experience lies in designing and embedding brand, communications, customer and innovation strategies.

Engagement

Communicate and interact with your customers

Our approach involves putting in place the means to engage both internal and external customers using a range of different customer engagement techniques.

Delivery

Deliver services and products to your customers

We work with your teams to establish the change roadmap for delivering the strategy and the priorities for your change portfolio.

Operating Model

Set yourself up to deliver for your customers

Our approach combines the development of an operating model with the definition of the organisational design and processes required to make this a reality, helping you put your customers at the heart of everything you do.

Where We Have Done It

Our Experts

Richard Goold

Partner

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James Easterbrook

Client Director - Customer

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Bhavesh Patel

Principal

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