We help you tune into the voice of the customer and the voice of the marketplace
We bring a fresh view. A lens that looks at your organisation from the perspective of your customers and the wider market. We help you to understand what it is about your service they value, whether currently being delivered or not. Using proven approaches we help you help you classify and map these requirements.
Creating this clear yet insightful picture of what customers really value is an essential pre-requisite to defining your organisations’ purpose, and this in-turn the single focus around which performance measurement, growth and operational strategies are orientated. Taking the time to define your organisations customer orientated purpose is fundamental and the essential starting point of your journey of transformational improvement
What to expect when you do this well…
Clarity; what matters to your customers and therefore the raison d’être for you and your teams. Common understanding, common measures and common language within your organisation and beyond your customer and supplier boundaries. Simplification; even in situations where the mix of your offering and customers’ requirements is complex, the process identifies the common aspects of service to improve. Improved relationships with customers and potential customers; demonstrating a commitment to really understanding what matters to them is endearing and non-threatening. Proactively listening to and understanding customers dramatically increases the likelihood that next time they need to talk it will be to you and not to your competitors.
This is not a one-off exercise, more a routine and enduring practice that will ensure that your operational and growth strategies are in concert with the voice of the market. However, as a result of completing the process once with our guidance this is something that will soon form part of the organisations routine. Your market is quite likely overflowing with unmet or poorly met need; unless you have a structured approach to scan for it how can you be sure it is not passing you by?
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