What does customer value mean for your organisation? We work with you to create a robust, tangible vision that your stakeholders can all align around and start working towards.
We define what it is that customers receive from you – the essence. This will help you grow or achieve the outcomes you exist to create. From a green mortgage to a public health approach to palliative care – we have helped clients identify what they are really aiming for.
Delivering a winning maintenance proposition
Kone set the strategic goal to grow their high margin, repeat revenue services business. They would need to differentiate to win and retain customers -but how?
We uncovered the value drivers for four key customer types and defined a service proposition that delivered to their specific needs. We then translated this into a sales approach enabled by new digital tools. Resulting in increased sales, order value and delivery efficiency.
Proactive Customer Care
Amex GBT needed an upgrade to their mid-market service. Digital channels offered new ways to meet customers’ needs that were more self-service, but they had to retain the value of outsourcing travel planning.
We helped Amex GBT identify the key value drivers that enabled them to deliver a higher value service at lower cost – increasing margins by 7%.
A new connected vehicle service for commercial fleets
New vehicles with pre-installed network connectivity present an opportunity for new services. The question is, what value can this provide for light commercial fleets and their operators?
We informed a new proposition that customers valued. This work led to a new maintenance and uptime service. Ford Liive was launched in 2021 available to 80% of Ford commercial vehicle customers in Europe.
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How do you know if you are truly connecting your organisation to customers beyond the silos?
We enable customer-centric change by devising ways to govern the process of operating and improving services.
How does it all work in practice?
We get teams engaged in delivering customer value. We help them design and implement the journeys that will make your strategy reality.
What does customer value mean for your organisation?
We work with you to create a robust, tangible vision that your stakeholders can all align around and start working towards.