our methodology

Our proprietary Strategic Customer Framework guides the development of either a holistic approach to customer strategy or to address particular aspects of customer experience management depending on your needs.

​Our tried and tested framework is based on our experience in developing and implementing effective customer centric strategies over a number of years. It is a proven method … and it works! 

We start by gaining an understanding of what the desired outcomes are from your perspective and that of your customers.

Next, we look at the foundation stones that underpin the Framework; the mindset of the business leaders, knowledge about your customer and the capability within the business

Then we examine the 4 Dimensions of Customer Experience. Critically, you must manage the balance across each of the 4 dimensions because each dimension is inextricably linked. Consistency is vital - customers want to know what your business is going to deliver each and every time they interact with it.
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Getting the foundations right and then attaining consistency across the experience dimensions results in the achievement of your desired outcomes. Typically these outcomes are customer satisfaction and loyalty resulting in repeat sales and incremental revenue growth for the business.