What we do

We improve your business by truly placing the customer at the heart of everything you do.
Here are just some of the ways we can help you

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How do you strategically deliver long-term, sustainable growth?

By truly placing the customer at the heart of everything you do. We work with clients to define their corporate-level, customer-orientated strategy - which will fundamentally alter the DNA of your business. Our approach has been proven across a number of sectors, with organisations of varying size.

strategic-side

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How do you build a world-class customer function inside your business?

In the same way that companies have HR, finance and sales functions, we help clients build a truly world-class customer and digital function. Our approach focuses on helping you develop six core pillars – customer strategy, insight, design, delivery, measurement and culture. Irrespective of where you are today, we can help you accelerate your business towards becoming world-class.

How do you transform your company to being a true customer-led business

In complex organisations it is impossible to halt all existing programmes and re-start with a focus on the customer. Our experience has led us to develop a unique approach for helping companies transform into customer-led, digitally-driven businesses by undertaking a set of consistent steps to build digital, operational and cultural change programmes.

How do you develop your people to create a true customer-led culture?

People are the cornerstone of your business. Our belief is that your most important focus needs to be on your talent in order to drive the change you desire. To do this, we offer support in training and coaching across digital and customer capability areas and up-skilling your talent pool with interim and permanent hires.

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How do you strategically deliver long-term, sustainable growth?

By truly placing the customer at the heart of everything you do. This is about transformation, defining and then implementing a strategy that will fundamentally alter the DNA of your business. Our approach has been proven across industry and links pragmatism to revolution.

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How do you build a world-class customer function inside your business?

In the same way that companies have HR, finance and sales functions, we can help you build a truly world-class customer function. Our approach focuses on helping you develop six core pillars – customer strategy, insight, design, delivery, measurement and culture. Irrespective of where you are today, we can help you accelerate your business towards becoming world-class.

How to you transform your company to being a true customer-led business?

In complex organisations it is impossible to halt all existing programmes and re-start with a focus on the customer. Using over 20 years of case studies and expert input, we have developed a unique approach for helping companies transform into customer-led businesses by undertaking a set of consistent steps to build a cultural, operational, technical and strategic change programme.

How do you develop your people to create a true customer-led culture?

People are the cornerstone of your business. Our belief is that your most important focus needs to be on your talent in order to drive the change you desire. To do this, we offer support in training and coaching existing staff, up-skilling your talent pool with interim and permanent hires, and building an international community of Chief Customer Officers to help with best practice and networking.

Our thoughts
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Culture change and its challenges

Recently I attended a Comotion breakfast where their framework for building  a culture of innovation was discussed. It led me to thinking about culture change.   It is one of those phrases which could easily pop up in Lucy Kellaway’s column on business jargon in the FT.  Whether it’s the famous, although apparently incorrectly appropriated, Drucker […]

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Forget structure – organise around the customer!

As a statement of intent, creating a Chief Customer Officer, Head of Customer Experience or similar role, helps organisations to switch from their traditional product/service orientation to one focused on customer value. But what organisational structure should go with the new role? A ‘full-fat’ CCO with a department of customer evangelists, or a more agile […]