CUSTOMER STRATEGY

We believe the best strategies comprise of three components of activity:

Articulation – taking all the data and inputs, defining the vision and developing the strategic priorities and plan for the business.

Alignment – gaining critical stakeholder buy-in to the plan, agreeing governance and accountabilities, as well as reprioritising existing work-streams.

Activation – mobilising all areas of the business around the plan and building a robust tracking framework for checking progress. The vision as culture.

We can build your strategy and, crucially, take it off the page to be a roadmap to your success.

CUSTOMER STRATEGY/ Where we can help and support:

01/

Setting Vision, Values + Purpose

Defining your ‘true north’, a compelling narrative for the business and the role you want to play in your customers’ lives

02/

Understanding The Landscape

A review of the influences on your business – political/economic, social, market, competitor – determining what matters most for your plan

03/

Determining The Right Data/Inputs

Reviewing existing data touch-points you need to gain insight, track performance and focus minds, as well as determining additional research or analytics gaps

04/

'Getting To Know Your Customer'

How to create compelling, data-rich tools and guides to help bring your customer and their worlds to life for your teams

05/

Plan Development

Defining your key challenges, the strategic imperatives to address – where you play, how you win - and the tactics you need to action the plan, set out in a clear roadmap, with KPIs

06/

Leadership Alignment

Mapping perspectives, alignment and buy-in to the plan across your senior team; determining roles and ownership as well as required governance framework

07/

Reassess + Calibrate

Using the lens of the plan to review existing project activity and aligning/amending accordingly to ensure all pointing in same direction

08/

Mobilising The Organisation

Methods for delivering a ‘call to action’ across the business; including cascade tools and dashboard tracking