Crossing the Chasm

Common Issues

The customer experience is not what it should be. No one sets out to deliver a sub-standard customer experience, but fragmented customer initiatives and departmental perspectives often exacerbate the customer experience.

Leadership from the top is fundamental to success. An integrated and co-ordinated approach is essential preferably tied to a clear customer portfolio development strategy. (See tab top right)

The Voice of the Customer (VOC) has to be heard as second guessing seldom works.

Realising your vision

The Wisdom Network is here to support you in your transformational journey towards a more customer centred culture and superior customer experience.

 

Bridge to the future

Adaptive Enterprise

* Adaptive Enterprise

Works from the customer back driving superior performance and co-ordination of capabilities . *The term Adaptive Enterprise was first coined by Stephan Haeckel formerly director of IBM's Advanced Business Institute.

The basic concept ...

Charles Darwin: ' It is not the strongest of the species that survives nor the most intelligent, but the ones most responsive to change'.

Darwin

Product centric organisations miss the signals of change and are exposed.

Stephan Haeckel identifies some core principles, chief of which is to design the organisation as a value creating system, designed from the customer back, not product forward. This is a huge challenge for larger, long established organisations held back by culture, legacy systems and industrial age processes.

For more information on the Adaptive Enterprise theory and practice take a look at this web site:

www.senseandrespond.com

Customer Portfolio Development

Customer portfolio Analysis

How are you going to grow your business?

A great place to start is to build an accurate picture of the lifetime value and profitability of individual customers. The above pyramid developed by our partner CMI in Holland, provides an intuitive modeling tool to analyse your customer portfolio. Once completed, you can then identify customers with high growth potential.

You will gain surprising insights into the profitability dynamics of your customer portfolio. These insights can then be used to develop your customer portfolio development strategy.

 

CPA Whale Curve

The whale curve above developed by our partner Kitshoff Gleaves also provides insights into your customers real value to the business such as; how vulnerable you might be if strategically important customer were to defect.

 

Long Tail

Lastly, there are usually opportunities to mine hidden gold within your customer portfolio. Using Long Tail analysis techniques, we can identify these hidden opportunities and help you develop strategies to turn low spending/low share customers into bigger spenders and increase your share of this spend.

 

Once your customer portfolio goals are set, you will need to develop strategies to convert these goals into reality. That's where Customer Value Delivery comes in.......

Customer Value Delivery

customer wants

What value do your customers want?

Once you have a clear customer portfolio development strategy in place, the next thing is to find out the value different customers are seeking.

Needs based segmentation techniques may help to identify broadly similar requirements within different customer groups or segments.

Consideration must be given to what they might want to use your product or service for?

What benefits do they seek?

As products become increasingly commoditised, what differentiated experience could you provide to engage them emotionally and make them not only want to come back for more but also to recommend your company to others?

How effective is your firm at matching or exceeding these expectations? What barriers need to be overcome?

Customer Experience Optimisation

Customer Lifecycle

What is is like to be one of your customers?

How do different customers interact with your organisation? Where are the touch-points? Is the experience consistently rewarding and superior to that of your competitors?

A one-size-fits-all approach means inevitably that some experiences are sub-optimised for some customers - perhaps the very ones you would like to retain and develop to meet your customer portfolio development goals.

We recommend you take a wide-angled view to determine the experience required - map the touch-points and ask your customers!

Design the experience from the customer back.

Customer Radar & Rapid Reaction

Customer Radar

How good is your Customer Radar and how Rapid is your Reaction capability?

The larger the firm the greater the risk of flying blind and reacting too late to prevent the leaking of customers to competitors.

Most firms conduct some kind of annual customer satisfaction survey but these reveal little of timely value and any individual customer issues that surface have typically been allowed to fester unseen for some time.

There are two issues here:

  1. Irregular feedback
  2. Slow reaction cycle

To overcome these obstacles to your growth plans, and to save customers at risk of defecting, two capabilities need to be in place:

1. Continuous pulse of feedback from all touch-points

2. Rapid Reaction capability - the discipline & processes to collapse the cycle time between identifying a customer's issue and resolving it.

Touchpoint

 

 

Advisory & Support Services

Alignment

Building Consensus driving change.....

The Wisdom Network extends to include specialist consulting firms enabling us to provide a complete set of support services wherever you are on your customer centricity journey and whatever the challenge you are facing. The most popular include:

  • Board level Customer Orientation workshop
  • Customer Centricity coaching
  • Customer Portfolio Analysis & Development Strategy
  • Customer Value Delivery
  • Strategic Roadmap Development
  • Customer Life-cycle & Touch-point mapping
  • Customer Feedback Management & NPS*
  • Change Management
  • Customer Resource Optimisation & Alignment
  • Team Building
  • Six Sigma Lean Process Improvement
  • IT Tool Search & Selection
  • Project Management & Implementation
  • Dynamic Monitoring
  • Long Range Scenario Planning

Projects range in scope from simple half day introductory workshops through major programme design and implementation.

* NPS = Net Promoter Score a metric developed by Satmetrix and Fred Reichheld

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitor offerings
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

To calculate your company's Net Promoter Score (NPS), take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

Source: www.netpromoter.com

 

Wisdom Partner Network

Pearls of Wisdom

About The Wisdom Network

The Wisdom Network

The Wisdom Network formed in 2002 supports growing companies by sharing and applying insights, methods and 'heavy lifting' capabilities in the field of Customer Experience Optimisation and Organic Growth Strategies.

The idea is to share wisdom not hoard it. To ensure that skills and insights honed in large complex business environments are made available to smaller organisations at affordable rates. We ensure that customer related strategies deliver an excellent ROI.

Our aim is to leave clients with the feeling that what they paid for was well worth it and in addition, they imported some new skills to help with future challenges.

Make Contact

Contact

If you would like to see if we can help you, please just click on the link below, and you will be contacted by the founder - Jeremy Cox

Contact me within 24 hours

Thankyou!