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Strategy and Customer

What We Do

All good strategy starts with the customer and their needs. We help clients put this at the heart of their business through eight capabilities including operating model, strategic alignment, service design and customer experience.

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We work with your teams to align strategy and brand with culture and ways of working across the organisation at a human level.

Where have we done it?

Our approach is to design and implement the operating model required to achieve objectives, taking BAU and change management into account.

Where have we done it?

Our experience lies in helping you to define purpose, vision, business strategy, strategic architecture, and enterprise-level strategic initiatives.

We work with your teams to monitor performance and embed insight in business decision-making across functions.

Our approach supports you to develop in-depth insights on customer needs; recognising the importance of both functional and emotional.

Where have we done it?

Our experience enables customer-centricity at the front line, using tools, technology and training for insight and growth.

Our approach involves understanding ideal customer journeys and designing the products and services that enable them.

Where have we done it?

Our approach is to create master and sub-propositions that meet customer needs and drive innovation in products and services. 

Where have we done it?

Some of our Work

Meet the Team

Richard Goold

Managing Partner

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James Easterbrook

Client Director

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Bhavesh Patel

Principal

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