What combination of people, process and technology is most effective for your customer journey? How do you put this place? How do you track and make improvements over time?
A comprehensive review of the internal and/or external service experience (interaction with people, products, process and technology) to identify weaknesses and define prioritised actions for required improvements.
Data driven exercise to define / optimise processes to ensure experiences for customers that engender brand loyalty and improve profitability.
Tool selection and implementation
Start by gaining a thorough understanding of current and anticipated future needs before selecting / building / designing / configuring chosen tools. We have in-depth knowledge of a wide range of CRM, marketing automation platforms and CMS solutions.
I lead our service design practice. I love to build, design and execute highly effective service operations. I’ve overseen campaigns for thousands of products and services, combining people, process and technology optimally.
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What technology best supports your service design? What goals are best achieved with off-the-shelf solutions? What requires custom development? How do you achieve your roadmap?
How are you different than others in the minds of your customers and prospects? How will you communicate these differences in a way that increases engagement and sales?