Our Approach
All of our engagements begin with, and some end with, an assessment.
We typically start with an external, customer assessment, which assess three things:
- What do your customers want/need/expect/think?
- How well are you currently delivering against those wants/needs/expectations/perceptions?
- What are the key improvements/changes that we need to make – i.e. the ones that are most important to the customer – in order to significantly raise your performance score?
Our assessment process covers the first two phases, Discovery and Diagnosis, of our closed-loop Improvement Methodology.
Taken together, our assessments provide an holistic analysis of your total Customer Experience Ecosystem and they break down into two, principal categories:
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This exercise provides us with the baseline performance metrics and the Priorities for Improvement that are essential to facilitating a successful change programme.
Deliverables
The outputs from any given assessment will allow us to set-up and lead a meeting with the senior members of your organisation to share and discuss the results. As part of the output, we will also deliver a detailed report in support of the presentation.
During this meeting, our consultants will explain the findings and give step-by-step guidance for improvement of the given experience .
Although the contents will vary, depending on factors such as the agreed scope and your business structure, the report typically includes:
- a detailed analysis of the challenges facing your organisation
- a prioritised list of areas for improvement
- quick wins and short-term people/process/technology improvements
- a detailed explanation and description of our recommendations
- for any given solution-recommendations, we will propose
- an outline development plan for the Design & Build phase
- an outline roadmap for the Implementation phase
- an explanation of the expected business benefits
These Priorities for Improvement (PFIs) and solution-recommendations are the ‘handover’ to the next phase, Design, where they will be ‘worked-up’ into detailed solutions.