Being customer-centric in business doesn't happen by assuming you know what your customer wants. It takes identifying exactly who your customer is, understanding their needs, expectations, motivations and frustrations. It is only then can you begin the wonderful journey of achieving consistently high customer satisfaction and rapid growth.
Let us identify the key drivers and influences of your highest value customer
Like a mystery shopper, we'll cast a keen eye over your CX & UX to discover initial pain points
A discovery in finding areas where you can enhance the human sensory experience
We'll map each touchpoint of your customers journey finding areas of improvement
Listen to the voice of your customer (VoC) to understand their wants and needs
Let us train your team of
'CX Champions' so you can maintain greatness
Gain detailed insights into the potential direction you might take your products
& services
We'll work with you on getting strategic about CX with a detailed action plan
A vital mantra that will guide your organisation to a unified customer-centric approach
The Rural Workforce Agency Victoria (RWAV) are a not-for-profit Government funded organisation improving healthcare in regional, remote, and aboriginal communities across Victoria.
We delivered on an intense scope of work that resulted in a significant lift in departmental cohesion and greater understanding of every employee’s role in the customer journey.
Part of the Delaware North 'Parks & Resorts' division, Lizard Island is pure paradise situated in the Great Barrier Reef of Australia.
The challenge - how do we take something so sublime and make the experience even better? With laser focus on the primary customers life 'before' and 'after' time spent at Lizard Island, we crafted a series of initiatives for the guest, that resulted in a life defining experience like no other.
Independent Disability Services (IDS) faced a complex challenge in the provision of support to people living with a disability and a casualised remote workforce.
The key was in communication. A detailed analysis of this and a focus on building deeper respectful relationships led to significant increases in NDIS participant satisfaction ratings and an increased commitment and reliability from the support working team.
It's common for a business to reach a milestone in maturity and have a clear vision. However, the practical steps to bring that vision to life are not so clear. This was the challenge being faced by the growing team at Revaro.
An innovative and lean engineering business, Revaro undertook a very strategic CX approach and have now achieved many internal goals and expansion that has greatly improved their client experience and service offering.
An all-Australian operation Peak Nutritionals, part of the ProviCo group, needed to cut-through a fiercely competitive and saturated market of protein supplements.
A deep analysis of their ideal high value customer unearthed a myriad of exciting developments and changes to the product line, service journey and partnership opportunities. Including being the first to release an all-vegan variety that would become a bestseller.
"My driver is your success. Being in business comes with blind spots. Think of me as your torch, shining a spotlight on the path to greatness!"
"Strategy runs through my veins. I'll work diligently behind the scenes to find and develop the nuggets of gold to ensure your business shines."
PO Box 645
Williamstown
Victoria 3015