While most organizations profess customer centricity as a rallying cry, when it comes to enterprise-wide decision making, a highly committed culture is key. Course-correcting internal silos, misaligned processes, and unempowered employees transforms vision into opportunity—and into daily practice. Our consultants, strategists, and designers tap into a wealth of both proven and proprietary frameworks to drive experiential avenues to move from vision to strategy to execution, and from executives to the front line.
Customer Performance Indicators
All companies measure the value they gain from customers, but few place the same discipline toward maximizing the value they deliver to customers. That is, most organizations meet only a fraction of consumer needs and, as a result, realize only a fraction of their value. Why? Because almost every organization relies on outcomes set and valued by businesses, not those valued by customers. This legacy thinking has silently stunted business growth for years, but through our Value Exchange Model, companies can now achieve more.
Customer Experience & Journey Mapping
Despite continued investment in customer experience measurement programs, organizations often fall short of connecting these efforts to organizational ROI. Rather than fully relying on programs built around internal measurement needs, our teams combine an inside-out and outside-in perspective to creating journey maps that serve as the foundation for comprehensive programs that encourage not only engagement, but growth. This combined approach not only injects an analytical foundation, but inspires stakeholders to act on the customer voice in meaningful ways.
Our approach to evolutionary change utilizes our roadmap-to-adoption framework that enables a focus on the long-term goal of creating customer advocates, while acknowledging key milestones along the way. As the message gains momentum and impact, it reaches more stakeholders, resulting in deeper belief, commitment, and advocacy. The human side of transformation is often the ultimate challenge, so understanding diverse needs and meeting people where they are is key to belief and buy-in. A thoughtful and thorough communication plan ensures feedback loops and sustained progress along the way.
Customer as a Stakeholder
While customers represent one of the most important stakeholders for any organization, their input and perspectives are all too often distilled down to data in a spreadsheet. With this comes a disconnection from customers, and opportunity for crossed wires both in understanding and delivering on their needs. Facilitating a more reciprocal relationship between customers and internal stakeholders ensures a more authentic fusion of the customer into decision making by breaking down traditional barriers between consumers and corporations—and it empowers customers to join you in your mission by truly giving them a seat at the table.