Customer Experience Consulting – Research, Strategy, Design

Educate and Inspire Customer-Centric Action

Our approach is to help everyone in your business understand customer experience; its importance for future growth and the role they all play in making experiences better for customers.

We focus on the building blocks of customer experience practice with emphasis on how customer-centric decision making through connection, communication and collaboration delivers great customer experiences.

Evaluate Employee Customer-Centricity

In this, the next stage, we evaluate and benchmark your organisational culture for customer-centric performance.

Our quantitative diagnostic tool helps you understand your current employee mindset to unify focus and communicate priorities for developing a customer-centric culture.

The reporting also shows how your company rates compared to global organisations including: Amazon, Apple, Starbucks, Virgin, PWC, Konica Minolta, Telstra and Westpac.

Identify Current State Customer Needs

Using in-depth customer interviews we take a deep dive into your customers’ world to understand their context, attitudes, behaviours and what matters to your customers during their experience with your organisation.

The qualitative data is then analysed and mapped using Customer Journey Mapping to visually ‘tell your customers’ story’. The journey map describes in detail your customers’ emotions, unmet needs, painpoints, service gaps, critical interactions and opportunities that are impeding or elevating business growth.

The Customer Journey Map is also a powerful communication tool that builds empathy and deeper customer connection across the business. Importantly, it serves to engage and align departmental silos to work together to solve customer problems and improve their end-to-end experience.

Develop the Customer Experience Strategy

In this stage we turn our focus to exploring and then defining your organisation’s experience vision and guiding principles.

Our approach uses co-creation to engage and encourage the wider business to collaborate on developing the future state experience aspiration. Fundamental is ‘words backed by actions’; defining and agreeing on the experience principles that will inform the day-to-day organisational behaviours.

Design the Future State Customer Experience

Our customer innovation labs incorporate active stakeholder and customer participation in the Design phase of creating new experiences.

The workshops use design thinking to ideate and prototype new sources of customer value across digital and physical touchpoints, processes and services.

“Alex’s strategy for problem solving begins with taking the business challenge, formulating a hypothesis around it and conducting focus groups using qualitative, behavioral or observational data analysis to understand exactly what the customer problems are. Alex’s emphasis on solving customers’ problems is obviously a huge benefit, and aids in long term, sustainable growth. ”L J Hooker Real Estate