Connect, Unite and Align to Empower Customer-Centric Growth
Customer empathy creates more meaningful customer connection, aligns and unites teams and enriches problem solving and decision making to benefit your customers, employees and the business.
‘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
Customer Empathy is my signature customer experience management method. A culture of customer centricity puts customers at the centre of thinking, problem solving and decision making — customer empathy is the glue that provides customer-centric stickiness.
Utilising customer-centric frameworks and tools such as in-depth contextual research, customer journeys, service blueprinting, CX persona profiles etc, we take a deep dive into your customers’ world, feeling what it’s like to be a customer of your organisation, understanding their experience from their perspective.
Customer perspective-taking delivers more meaningful connection; deeper understanding of customer truths and the problems they’re trying solve, their painful moments and the interaction gaps they’re experiencing. Importantly, the unrealised opportunities to make a real difference in their experiences.
This approach to customer experience understanding delivers rich, evidence-based customer insights for prioritising and resourcing improvements across the customer journey. The method aligns and unites cross-functional teams to work together to solve customer problems that benefit customers, employees and the business.
My signature method helps solve complex customer and business problems and is being utilised by organisational leaders in the healthcare, insurance, technology, tourism, retail and non-profit sectors to make a difference in their customers’ lives, enhance employee experience and drive customer-centric growth.
Find out how my Customer-Centric Growth Method and Program helps empower leaders and teams to enhance value, create differentiation and drive growth.
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‘The program created lots of ripples that have created waves of transformation. Deep understanding coupled with rich insight that we could operationalise.’ — Chief Customer Officer, global SAAS provider