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What's Your Goal Today?
What's Your Goal Today?
Before starting the process of assessment and transformation, it is essential to exchange thoughts and ideas regarding your requirements and their implications in terms of time and effort required to collect, process, and analyze information that provide you with substantiated new insights.
Depending on the available resources - time, people, and budget - we collect the necessary information to ensure we reach a sufficient level of information accuracy before we define the scope.
Scoping examples:
Purpose and Objectives Definition
Scope Boundaries
Stakeholder and Governance Mapping
Quick Context Scan
Functional and Process Scoping
Resource and Capacity Considerations
Risk and Assumption Framework
Deliverables and Outputs
We help you to create Superb Customer Experiences
We help you to create Superb Customer Experiences
Customer Loyalty by Design. We partner with your teams to turn every interaction into a moment that feels effortless, relevant, and trusted. From first interaction to long-term loyalty, we blend customer-centered design with data and AI to remove friction, personalize at scale, and keep promises on speed, quality, and transparency.
How we do it:
Map & fix the journey: uncover pain points, redesign the end-to-end experience, and close gaps fast.
Personalize with purpose: use first-party data to tailor offers, content, and support - without creeping on privacy.
Make operations invisible: streamline processes and platforms so the “touchpoint” feels easy every time.
Prove the impact: track NPS/CSAT, conversion, repeat purchase, and cost-to-serve to show measurable gains.
Aspect examples:
Narrative guiding principles and key considerations
Obtain a comprehensive reflection of the maturity level of Customer Centricity in the organization
Draft strategic initiatives
Establish a Road Map to orchestrate strategy, including milestones & timeline
Grow buy-in amongst all stakeholders by sharing Customer Centricity insights
Implement the process steps & core activities
Aspect examples:
Target customer segment selection
Develop a deep and representative customer understanding
Identify the value drivers and differentiators
Conduct a competitive benchmark
Craft the customer value proposition (CVP)
Design and test the service offer
Production of the CVP Guide
Sharing and cascading the CVP Guide throughout the organization
Provide work groups session
Aspect examples:
User Research & Needs Assessment
Benchmarking & Competitive Analysis
Pain Point & Service Gap Analysis
Governance & Business Process assessment
Data Analytics & User Behavior Insights
User Personas & Customer Journey Mappin
Service Taxonomy & Information Hierarchy
Content Strategy, Accessibility & Navigation Design
Usability Testing & Iteration
Technology Stack Selection & Architecture
Aspect examples:
Service Concept development
Service Concept Guide deployment
Service Strategy Road Map based on Lean and Agile principles
Customer Journey Mapping
Customer Insight Design based on the customer's life cycle
CRM System Design, including business requirements formulation
Aspect examples:
Identification and Mapping of Digital Customer Touch Points
Search word trend analysis
Search word landing page analysis
User Interface (UI) and User Experience (UX) Design
AI Assistant Marketing
Operational Customer Journey enhancements
Performance Marketing (SEM)
Social Media Marketing (SMM)
Search engine optimization (SEO)
Affiliate Marketing
Aspect examples:
Customer Buying Journey Analysis
Review of platform first principles & economics
Conduct discovery & diagnostics assessments (e.g. data & instrumentation audit, funnel & cohort analysis)
Identify and prioritize high-impact levers at each phase of the conversion funnel
Assess the high-impact levers (e.g. speed, navigation & search)
Develop a short, mid, long term enhancement plan
Sales Funnel Design
Grow Funnel Management Effectiveness
Aspect examples:
A deep dive into the digital consumer purchase value chain (e.g. online behavioral consumer trends, the most popular online search topics and terms)
Quick wins to instantly improve the consumer buying funnel performance of your company (e.g. your brand’s online position by balancing your digital marketing mix )
Expert advice on tactical and strategic initiatives (e.g. improvements of your website architecture, UI, and UX)
Aspect examples:
Customer base Assessment and Customer Insight Analysis
Customer Satisfaction Measurement
Customer equity Determination
Design of Loyalty Concept and Strategy
Loyalty Program Design and Implementation
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