Customer experience isn’t siloed, so why do we operate that way?
Now is the time to leapfrog the competition.
Transformation can be daunting, we start with hypotheses and demonstrate value fast.
Be disruptive. Become customer centric, through digital transformation.
A well considered strategy can harmonise teams and act as a force multiplier for executing your vision.
We will help you to support your company ambitions by showing how cross-disciplinary teams can work towards shared goals to improve customer experience.
The future is about a deeper relationship between the service provider and the customer. Specific capabilities such as seamless billing & account management are foundational, but the interactions that a business customer has at every touchpoint whether digital or physical are an opportunity to reinforce you brand experience.
The best results are only possible once you answer the biggest questions. How do we convince customers to choose us every time? How do we completely transform, rather than just change incrementally? How do we become the world’s number one in our industry?
“Customer service shouldn’t just be a department; it should be the entire company”
— Tony Hsieh (CEO, Zappos)
Transform with…
Service design.
Visually compelling stories that pin point strategic areas of opportunity. We use service design methods to look at the whole picture - for client and business - to ensure we deliver ongoing value.
Operating models.
We map your operational capabilities against the customer journey to align teams and make strategic decisions on release plans.
Training & alignment.
Training that get your teams working together toward shared goals, using the same language and closer to the customer. We offer a series of workshops to define value, create alignment and get tangible result.
Our pitch
We are a partnership of like-minded consultants who very quickly establish where the value is, how it relates to an organisation's strategy, and what should change in order to deliver it.
We do this through experiments scaled from the very lean to the longer term trial, with a view to deliverable change. We work into CTO, CIO, CMO and the next layer down, because we are dealing with strategic outcomes.
When we need to scale, we partner with mid-size agencies such as Etch UK and GoBeyond. It is not uncommon for us to win work against the big strategy houses & systems integrators etc. and have a reputation for flying under the radar, picking up the pieces after those organisations.
Our rates are competitive, and we bring some of the industry’s leading talent in this space. There is no bait-and-switch either, you work with our core team throughout.
We design for deliverable outcomes, and drive innovation in your teams.
We apply design thinking methods to identify, explore and solve problems in business, transforming organisations and deliver lasting value. Our approach is pragmatic, evidence-based and tested. We embed in your teams and equip you for success. We will:
Co-create your vision and value proposition
Understand your customers’ beliefs, attitudes & behaviour
Hypotheses defined & tested in trials
Map the route to delivery & support
Map your operational model, to find optimisations and mitigations as you progress to operational maturity/bring products on stream.
You get measurable and proven value, delivered promptly, with a clear route forward.
Case Studies
Not all our projects can be shared online, if you would like to hear more about how we can help your business grow, get in touch.
Merlin Entertainments
Digital transformation
Reducing wait times through operational efficiencies and digital ticketing.
We worked directly with Merlin Digital in partnership with the Director of digital products and services to redefine the guest experience of the future. We co-created the vision and conducted a series of product trials across Legoland parks to create intrinsic value for the business and customers.
This included initiatives that sped up entry to parks, reduced friction in the check in process, added new features to the mobile app and aligned cross functional global teams.
We crafted customer personas and redesigned a global app platform that was a core feature of the end to end customer experience.
Project outcomes
We delivered an improved customer experience with the business processes to support them, we achieved this through lean experiments derived from hypotheses.
The Legoland California app rating moved from 1* to 4.5* reviews
Reduced time to enter parks
Prevented investment in poor guest solutions
Active collaboration into multiple vendors — New features & products surfaced regularly through collaborative approach: mobile ticketing, photo retrieval, room booking, table reservation and more.
Mind Mental Health
Service Optimisation & growth
Mind mental health charity sustains its free services by offering a number of paid for products to corporates. The Mind Workplace Wellbeing Index (WWI) offers an annual benchmarking study of best policy and practice for mental health within an organisation. Businesses can opt in to become part of the annual assessment and are scored against their industry peers.
Partnered with Etch and the Mind WWI team, we co-created a future strategy to optimise operations and grow the offering. We conducted stakeholder interviews and mapped the internal technology and processes against the customer journey. This identified areas of opportunities which we then workshopped to formulate a proposal and implementation plan.
Project outcomes
We identified areas of the operations that could be digitised, optimised or removed to enhance the customer experience and create internal efficiencies to grow the offering.
The outcomes..
A service blueprint to take away and maintain
5 strategic hypothesis to implement, test and learn from
A very happy, focused team