Our approach
We start from the promise, and we follow it all the way to the customer.
Everything we do starts from your brand promise: what you commit to deliver, and the feeling you want customers to have. We then follow it step by step, from strategy to the shop, the call or the invoice, to check that it is kept.
We are facilitators. Your teams build the strategy.
We come in to coordinate your teams and help them craft the strategies. We strongly believe that involving your teams in developing the strategy makes the alignment that follows much easier, and gives the best chance of success in the implementation phase.
We work across functions and break down silos.
Your customers do not see your organisation chart. Each function owns a part of the journey, with its own targets and priorities, and customers feel the gaps between them. We bring sales, marketing, operations, customer service, finance and IT around the same table, with one promise and shared objectives, so that customer experience is managed across the company rather than in a single department. Why it matters: in a McKinsey survey of US consumers (2015 data, published 2016), health-insurance customers were 73% more likely to be satisfied when the whole journey worked well than when only individual touchpoints did.1
A different way of working
| Most providers | As Promised |
|---|---|
| Design the brand, or measure satisfaction, or run a project. Each in its own box. | One thread from why you exist, to what you promise, to what customers experience, to how you check it. |
| Start with the logo, the survey or the software. | Start with who you are and who you serve. Identity comes after. |
| Hand over a report. | Leave you with decisions made and a plan your teams can run. |
| Send a team where you meet the senior person at the pitch. | The person you meet at the pitch does the work, supported by selected partners and one single point of contact. |
Why us.
Our founder has worked inside large companies on marketing, pricing, customer experience and a retail network, and has built and run her own business. We know what it takes to get an idea through an organisation and into a shop, a call or an invoice. We work in French, Dutch and English.
Find out where your promise holds, and where it doesn't.
Book a call and we will look together at where your promise holds and where value is lost. No obligation, no jargon.
We reply personally, in English, French or Dutch.
Sources
- 1. McKinsey Quarterly (17 August 2016). The CEO guide to customer experience. Basis for the 73% figure: McKinsey US cross-industry customer experience survey, June to October 2015 data; health-insurance customers more likely to be satisfied when journeys work well than when only touchpoints do. https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-CEO-guide-to-customer-experience