We understand your challenges. We know what it takes to maintain the crucial balance between customer expectations (hope) and service delivery (reality). We recognise the constant pressure to do more, with less, and faster, whilst nurturing that elusive ideal of efficiency and effectiveness.
For service-sector industries, the need to attract, grow and retain customers has never been greater, but customers, these days, are more knowledgeable, more empowered and more demanding than ever before. But they are also less loyal. And nowhere is that loyalty, that power, that willingness to stay or switch, more frequently tested than across the complex, customer-sensitive, brand-focused, often process-driven, multi-dimensional touch-point of customer-operations.
And, we can help. We can help you to continuously evolve, and adapt, in the face of a constantly changing, and increasingly sophisticated, environment.
Our Approach: What can you expect when you partner with StratMetrix?
Our goal is to help organisations to develop the capability, capacity and customer-focus needed to become truly Customer Experienced. We work collaboratively and will tailor our approach to fit your specific needs. We will support and guide you, from expectation to reality, underpinning our work with deep, practical expertise, objectivity and tried-and-tested tools & methods:
Expertise
We work alongside your seasoned employees who will have an intimate knowledge of the business but may lack experience in innovation skill-sets, such as customer insight, customer journey mapping, interaction design, etc. Our collaborative, participative approach ensures that our expertise is transferred and embedded into the team by a process of ‘learning-through-doing’.
Objectivity
As an objective third-party, we can often see shapes, issues and possibilities in customer data that others, who are closer to the work, might not see. Customer experience leaders know that findings presented by outsiders will often be viewed as more convincing, and less difficult to accept, than those presented by colleagues.
Tools and Methods
One of the strong differentiators of the StratMetrix consulting approach is the tools, structured processes and methods that we use, and share, with our clients. We coach every component of our packaged tools with our clients – the logic behind its creation, the mechanics of using it, the best way to gain the greatest benefit from it – so that they can modify, customise and re-deploy them, as they see fit.
So, whether you are just beginning or need to support an initiative that is already under way, we have the tools, and the expertise, to help you. Change is challenging, but it’s much easier if you have the support and advice of people who have been there before.
Want to know more? Please browse our site or contact us.