Building operational excellence

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So how do you build a world-class customer function?

We focus on helping you build capabilities in six core areas  of (mat mod).
Depending on your needs and your level of maturity, we will provide distinct, bespoke solutions that will help you get closer to your customer. Click on the diagram below to find out what we do.

regus-casestudy

Play the video to hear how we helped Regus
redesign its sales journey.

Please click on the diagram below to find out more.

Culture

Strategy

Insight

Metrics

Delivery

Design

Strategy

Once you agree on your corporate ambitions, you need to understand how you deliver those goals to your customers. Your customer strategy needs an action plan that defines how you link customer obsession to operational excellence and financial rigour. You cannot build a business case unless all three work together.

Our goal is to work with you to create something that is practical and action orientated. It should identify how you deliver quick wins to build confidence within your organisation. It should focus on outcomes that show measurable ROI. Most importantly, it needs to build into an overall customer architecture that will deliver long-term growth for your business.

Metrics

Success will be based on proving that what you did actually makes a difference. This is sometimes the less sexy part of projects. However, it is critical – you need to show a return on your investment.

We use metrics across all our projects from insight to design, delivery and engagement. Therefore, it is rare to find projects that have looked only at this area. However, they do exist. We recently helped the IT division of a major publisher define a set of technology measurements based around their specific impact on their customers.

Insight

Insight is your ability to know your customers, to be able to understand what drives their behaviours and causes their frustrations. It’s your ability to get all your staff to walk in their shoes and look at life from their view point.

How do we help you? By creating a true Voice of the Customer for you that listens to them in different ways to understand what they think. By defining the different customer types (personas) that connect with you daily. By building the journeys that they take when they are with you (there is no such thing as a digital journey!). By understanding where they have pain or moments of truth.

Most importantly, we help you by understanding their needs. If your business can understand what drives your customers’ behaviours, you are on the first step to building a truly customer-led organisation.

Design

Having understood the needs of your customers, the next step is to design solutions and experiences to fulfil those needs.

This often involves innovation / service design projects where we develop completely new ideas that will drive revenue growth (e.g. how can Kodak build a brand new business from scratch generating $200M per annum within five years?).

However, it may also mean enhancements to existing processes (e.g. improving online journeys for prospects at Regus) or changes to the positioning of your brand to maximise your potential (e.g. positioning Spotlight as the heart of the acting industry). Design is about solving the right problem to reflect the true needs of your customers.

Culture

It really is all about the people. We can never emphasise this phrase enough. Most importantly, those people are not just your customers. They are also your staff – front and back office. Your employees represent the essence of your business and so are critical to its success at all levels.

We spend a lot of time listening to understand what the real drivers of behaviour are. We translate these drivers into communications and engagement programmes. We develop champions and evangelists to lead the programmes. These champions to embed the cultural change.

Delivery

Delivery is about the art of the possible. Too many good ideas fail when businesses are asked to turn concepts into live solutions. The reason being that they do not consider the reality on the ground in terms of legacy systems, outdated processes and the cultural baggage that causes chaos.

Our delivery capabilities range from building target operating models and technical architectures, through to setting up and implementing change programmes. However, we also provide expertise to speak to other functions such as Finance, Operations and Sales. We pride ourselves on building solutions in the round – i.e. identifying, working with and challenging your BAU systems, processes and habits to deliver the right answer.

Once you agree on your corporate ambitions, you need to understand how you deliver those goals to your customers. Your customer strategy needs an action plan that defines how you link customer obsession to operational excellence and financial rigour. You cannot build a business case unless all three work together.

Our goal is to work with you to create something that is practical and action orientated. It should identify how you deliver quick wins to build confidence within your organisation. It should focus on outcomes that show measurable ROI. Most importantly, it needs to build into an overall customer architecture that will deliver long-term growth for your business.

Success will be based on proving that what you did actually makes a difference. This is sometimes the less sexy part of projects. However, it is critical – you need to show a return on your investment.

We use metrics across all our projects from insight to design, delivery and engagement. Therefore, it is rare to find projects that have looked only at this area. However, they do exist. We recently helped the IT division of a major publisher define a set of technology measurements based around their specific impact on their customers.

Insight is your ability to know your customers, to be able to understand what drives their behaviours and causes their frustrations. It’s your ability to get all your staff to walk in their shoes and look at life from their view point.

How do we help you? By creating a true Voice of the Customer for you that listens to them in different ways to understand what they think. By defining the different customer types (personas) that connect with you daily. By building the journeys that they take when they are with you (there is no such thing as a digital journey!). By understanding where they have pain or moments of truth.

Most importantly, we help you by understanding their needs. If your business can understand what drives your customers’ behaviours, you are on the first step to building a truly customer-led organisation.

Having understood the needs of your customers, the next step is to design solutions and experiences to fulfil those needs.

This often involves innovation / service design projects where we develop completely new ideas that will drive revenue growth (e.g. how can Kodak build a brand new business from scratch generating $200M per annum within five years?).

However, it may also mean enhancements to existing processes (e.g. improving online journeys for prospects at Regus) or changes to the positioning of your brand to maximise your potential (e.g. positioning Spotlight as the heart of the acting industry). Design is about solving the right problem to reflect the true needs of your customers.

It really is all about the people. We can never emphasise this phrase enough. Most importantly, those people are not just your customers. They are also your staff – front and back office. Your employees represent the essence of your business and so are critical to its success at all levels.

We spend a lot of time listening to understand what the real drivers of behaviour are. We translate these drivers into communications and engagement programmes. We develop champions and evangelists to lead the programmes. These champions to embed the cultural change.

Delivery is about the art of the possible. Too many good ideas fail when businesses are asked to turn concepts into live solutions. The reason being that they do not consider the reality on the ground in terms of legacy systems, outdated processes and the cultural baggage that causes chaos.

Our delivery capabilities range from building target operating models and technical architectures, through to setting up and implementing change programmes. However, we also provide expertise to speak to other functions such as Finance, Operations and Sales. We pride ourselves on building solutions in the round – i.e. identifying, working with and challenging your BAU systems, processes and habits to deliver the right answer.

Our thoughts
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