Customer Experience Management Consulting

We advise a wide range of businesses across various sectors in all aspects of customer experience management. If you are looking for expertise in deploying a customer experience programme, or with more specific customer related requirements, we will be able to help you. Our approach to customer experience follows the framework shown below.

We specialise in the following:

  • Creation and development of customer experience strategy, including brand proposition, and customer/employee persona creation

  • Customer journey mapping and management

  • Customer Experience measurement systems to include VOC (voice of the customer); VOP (voice of the process); and VOE (voice of the employee)

  • Creation of customer focussed continuous improvement programmes (principally using Lean Six Sigma methodologies)

  • Employee engagement and advocacy initiatives and approaches

We advise most clients to start our consulting engagement with an assessment of the ‘current state’ of the experience. This is conducted using a tried and tested model that investigates maturity across ten customer centric competencies. The outcome of the assessment includes a detailed report with recommendations and next steps. We are then able to support and lead the implementation of the recommendations as required. It is always advised that a second assessment is conducted 12 to 18 months’ post commencement to determine how the competencies have matured.

If you are interested in speaking with Ian and finding out more, please contact us on +44 7770 736 832