If you are not thinking about customers, you are not thinking. (Ted Levitt)
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We offer a credible and highly experienced consulting and support service, which is practical and motivating for your people. We have had more than 25 years of experience helping our clients to develop strategies for creating a customer-focused culture. (These have included Liberty Life, Nandos, Discovery, Nedbank, Adcock Ingram, Momentum, Adcorp, FistRand & FNB, SA Eagle/Zurich Financial Services, Sasol, Barclays Bank, Volkswagen and Audi SA, Wesbank, Eskort, Dimension Data, Cell C, Harmony Gold, Engen, Sasani Studios, Virgin Mobile, Rentokil, Standard Bank, Siemens, Mercedes Benz SA, RTT, SA Breweries, Netcare, and numerous others.)
This service includes, but is not limited to:
Fully-customised training workshops, seminars, simulations and motivational talks for executives, managers and people in your organisation, and on a number of topics.
Facilitation, consultation and advice to assist you to diagnose current practices, and then to develop architecture, systems and processes, as well as to help you generate innovative ideas for adding value for your customers.
Customer and staff focus groups, phantom customer audits, mystery callers, lost customer analysis, surveys and questionnaires, and other assessment and/or diagnostic tools which can help you to discover the prevalent attitudes of customers and staff towards your business.
Ongoing support for your strategy in the form of customer awareness events, 7 books, DVDs, a library of classic books and articles, a regular newsletter, a website, and various other resources.
All of our work with you will have the primary goal of increasing customer loyalty and retention in your business. We can do this by helping you to…
Completely understand your customers’ needs, wants and desires
Diagnose your internal infrastructure and judge its ability to be customer-centric
Help you to design a strategic plan for increasing customer loyalty and repeat business
Improve the knowledge, skills, attitude and motivation of your team at all levels of the company
Implement ideas and actions to improve your company’s systems, processes and infrastructure
Sharing our ideas and insights for improving relationships with your customers and consistently adding value for them
Providing ongoing support that reinforces your culture creating process, and ensure that it stays alive for the future
Typically, all of our projects are ‘cost neutral’ – that is – the benefits that accrue early on in the project help pay for the longer term investments. We focus on the impact on profit and are renowned for our ability to model the impact of activities on the expected trajectory of benefits to enable better decision making and tracking. This direct link from activity to benefit is a breakthrough in customer management understanding. We deliver outputs with highly visual impact as this increases understanding and engagement and therefore the chances of the delivery of full financial benefit.
When a customer can feel a brand’s purpose and belief, emotional connection is possible. And when the belief is there for all to see, people seek to be part of it. They want to belong. As such, a customer care strategy that captures the character and personality of a business, and that is consistent with the company’s belief creates far greater customer loyalty and passion.
