Our services help organisations develop customer-led strategies, create trailblazing innovations, and grow colleague capabilities
-
Offering an outside-in perspective on the current reality for customers to create an aligned view amongst leaders on the future ambition
Find out what we did with eBay to make it easier for people to sell.
-
Aligning leaders on strategic choices - who their organisation is for, where to play, and how to win
Read how we helped Muller become category leaders.
-
Creating a compelling vision for the experience an organisation wants to promise its customers
Read how we helped to reposition Harvey Nichols.
-
Unlocking opportunities to achieve growth ambitions through a meaningfully distinct offer to customers
Discover how our work with Post Office Money helped create better savers, and with Visa contactless went from ‘so what’ to ‘so natural’.
-
Generating ideas to create delight and reduce dismay at the most important moments of the customers’ experience
Find out how we helped Welsh Water improve customer satisfaction and ASA to move on from managing complaints.
-
Embedding a systematic approach to prioritising, measuring, and improving performance for customers
Read how we helped Yorkshire Building Society create a ‘simply brilliant savings experience.
-
Enabling and empowering colleagues to deliver experiences that consistently delight customers
Read about how we helped HSBC create a more empathetic contact centre experience
Seeing the World from the Outside-In
Revenue only comes from earning customer decisions in your favour, not from products or services alone
But leaders and organisations naturally see the world from the inside-out, closer to their colleagues, shareholders, regulators and competitors than to the reality of their customers’ lives
So, we help organisations see the world from the outside-in, uncovering the real problems customers have, the outcomes they want and how they can be achieved in new and better ways.
Immersion: Building Belief, Clarity and Conviction
When experienced first-hand through Immersion, this outside-in perspective gives people the belief, clarity and conviction needed to make choices that earn more customer decisions in their favour
To truly understand what matters to their customers, we expose clients to real people’s real lives - where they confront the realities their customers face - and to experts who dig beneath the surface of customer wants, needs, and decision-making.
Then to find new and better ways to help customers achieve their outcomes , we hear real-world stories of success and failure from leaders in other organisations who’ve tackled similar challenges, and immerse clients in the people, places, and organisations shaping the future.
