Customer Strategy

Building customer centricity into organisational DNA

USING CUSTOMER EMPATHY TO ENHANCE BUSINESS STRATEGY

Customer empathy means being able to see the world through the eyes of your customers. When organisations invest in being able to stand in their customers’ shoes, they gain new insights about their most compelling value proposition and the direction that customer needs are evolving. We partner with you to use these insights to update and enhance core business strategy, ensuring that your business is evolving in lock-step with your customers’ needs and expectations. Building this foundation allows you to continually design experiences that delight your customers.

USING CUSTOMER EMPATHY TO ENHANCE BUSINESS STRATEGY

Customer empathy means being able to see the world through the eyes of your customers. When organisations invest in being able to stand in their customers’ shoes, they gain new insights about their most compelling value proposition and the direction that customer needs are evolving. We partner with you to use these insights to update and enhance core business strategy, ensuring that your business is evolving in lock-step with your customers’ needs and expectations. Building this foundation allows you to continually design experiences that delight your customers.

EMPATHISE

Listen to and understand your customers
People want what they want when where and how they want it. Expectations have shifted over the internet era and will continue to do so over time. To stay relevant, we need to be two steps ahead by knowing what customers want before they do. We can start to do this by observing and empathising with their needs, pains and jobs to be done.

ANALYSE

Analyse and aggregate insights
Customers only care about what organisations are doing for them. If we understand what they do, we can design experiences that delight them. By mapping customer insights to your organisation’s value propositions, products and services we can find gaps and opportunities.

STRATEGISE

Design a strategy to delight customers
It’s all about experiences. The reality is, nobody wants your product or service. Nobody wants a mortgage – they want the experience of living in the house. Design a strategy to upgrade the customer experience and evolve your value proposition to meet it. If customers continue to be delighted, they’ll keep coming back.

Next Steps

Build knowledge and understanding

We work with your organisation to develop the skills to ensure teams can innovate when faced with disruption. We help teams adapt to new ways of working and explore the roles of customers and organisational culture. From half-day sessions to four-day workshop series, we give your organisation a taste of innovation in a hands-on and experiential fashion. Build the skills and understanding needed to design and conduct your own innovation planning, strategizing, interviewing, testing and development.

1 hour Lunch and learn

Customer Centricity

Plant the seed needed to transform your company culture to one where innovation thrives. These sessions introduce the core concepts, and outline key methodologies and their outcomes. Sessions can be held in your office or a training room.

1 & 2 day workshops

Customer Centricity

Learn how to transform your way of working to keep the customer at the centre, always. Learn methods to address your customers’ needs, gains and pains and thrive as a business.

Consulting programmes

Customer Strategy

We partner with you to develop and roll out a customer centric strategy. We use empathy to see the world through your customers’ eyes and design strategies to address their needs, gains and pains.

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