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Our knowledge is at the forefront of best practice. |
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We have the know-how to design a business around your customers. We have managed this process from beginning to end, starting with basic research and developing the customer experience, delivery process, costing, pricing strategy and brand positioning. |
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For a service company we undertook the challenge of redesigning their customer's experience from start to finish. This enabled the company to identify the resources required to fulfill each different stage. and deliver the optimal and most cost efficient customer experience. We believe this method is the foundation for any effective marketing strategy. |
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We don't just work with hard data but also develop insights into the intangible forces influencing customers’ motivations. The greater the understanding of these forces the better the chance of positioning the business to be both valuable to the customer and profitable for our client. |
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As one example of our work in this area, a large cable, internet, telecommunications and video company recently commissioned a workshop devoted to the subject of "How do people make decisions?” |
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Another client, in Israel, engaged us to deliver a series of workshops to their staff to teach them the best practice techniques in developing customer retention programmes. |
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In all our assignments we ensure there is sufficient documentation and transfer of skills, for our clients to replicate and use the techniques we have deployed in any given a project. |
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We conduct workshops, hands-on training and prepare documentation using flowcharts and narrative descriptions to ensure that knowledge we provide is both initially transferred and sustainable within our client's organization. |
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We take pride in our reputation for working well with all levels of employees and our "part of your team" approach - we roll up our sleeves and work alongside your people as if we were part of your company. |
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"Hugh and David have earned the respect of our professional staff by consistently fostering a professional yet collegial, team environment."
- Vice President Strategic Marketing and Analytics, RBC Royal Bank |
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