CUSTOMER FOCUS THAT STRETCHES BEYOND A SINGLE FUNCTION OR TEAM
Removing silos commands a re-imagined set of values and strategic priorities and requires realignment of internal structures, along with new processes and ways of working.
Understanding and exceeding customer expectations means growth and sustainable differentiation.
It entails pursuing new products, services, solutions, and markets to meet evolving customer needs. This often requires a redefinition of internal structures, compensation, and incentive models to align leaders and employees around new customer-centric values and performance.
Differentiation through a customer focus requires embracing always-on change and transformation.
We support clients moving to a customer-driven operating model; from early strategy and re-orienting around the customer to CX design, delivery, and implementation at scale. We help clients navigate customer-centric transformation by defining product, marketing, distribution, service and care strategies that balance and maximize both business and customer value.
How We Can Help
Our Work In Action
Through a multi-disciplinary approach we identified and designed a sequence of activities to move the needle on member satisfaction and facilitate our client's transformation from a transactional health plan to a holistic health partner.
From Health Plan to Holistic Health Partner
Delivering a Compelling Customer Experience with Data
Latest Thinking
Driving Experience with Insights: Questioning the Way to a Customer-Centric, Data-driven Culture
Experience Economics: Aligning Customer Needs and Business Value
Rob Sherrell
