Customer as a Service™

A roadmap to customer centricity

A UNIQUE APPROACH

A subscription to the customer

Customer as a Service provides a system to align a company with what really matters to customers and what most effectively drives business growth. It is a suite of always-on solutions that invite the customer into business to solve challenges at every level.

Similar to how companies utilize Software as a Service, Customer as a Service allows companies to integrate customers across their business. Not just customers’ data. The actual customers.

HOW TO GET STARTED:

Being customer centric is hard

But our Customer Strength Diagnostic is a good place to start. This comprehensive tool assesses three elements of a business’ to map the current relationship with customers, the potential ROI of better relationships with customers and the organizational capacity to deliver it:

1. Customer Relationship

The relationship you have with your customers from their point of view.

2. Customer Value

The economic contribution of customer centricity to the value of your business.

3. Customer Capacity

Your organizational capacity for customer centricity and ability to sustain change.

REIMAGINING CUSTOMER CENTRICITY

Our clients are using Customer as a Service to solve challenges like these:

CUSTOMER UNDERSTANDING

So strategies and decisions are not made blind…

Segmenting the market, or simply identifying unmet needs, hopes & fears, occasions, rituals and habits to bring stakeholders closer to their customers.

CUSTOMER EXPERIENCE

That exceed expectations across all touch points..

From journey mapping to opportunity spotting, to establishing key drivers of success, we help companies deliver world class experiences.

NEW PRODUCT DEVELOPMENT

So people buy (and buy again) what they create…

We ensure innovation stays relevant to customers, from conception to execution.

MARKETING STRATEGIES

So people feel emotionally connected with the brand…

We help brands bridge the gap between what companies want to say and what people need to hear.

ORGANIZATIONAL CHANGE

So the whole business develops a genuine customer intuition…

We help businesses become truly customer centric through ongoing insight activation, embedding segmentation, training & development & process innovation.

SERVICES

Customer Strategy Solutions

CORPORATE STRATEGY & SALES

Growth Strategies

CUSTOMER EXPERIENCE

Experience Strategies

PRODUCT INNOVATION

Product Portfolio Strategies

BRAND

Brand Strategies

MARKETING

Communications Strategies

SERVICES

Business Vertical Solutions

CORPORATE STRATEGY & SALES

Retention & Acquisition Programs

Customer Segmentation

CUSTOMER EXPERIENCE

Channel & Touchpoint Solutions

Experience Mapping

PRODUCT INNOVATION

Concepting & Prototyping

Needs Discovery

BRAND

Brand Development

Brand Opportunity Mapping

MARKETING

Communications Development

Communications Planning

SERVICES

Insights Solutions

CORPORATE STRATEGY & SALES

Customer Understanding

CUSTOMER EXPERIENCE

Experience Feedback & Measurement

PRODUCT INNOVATION

Product Feedback & Measurement

BRAND

Brand Feedback & Measurement

MARKETING

Communications Feedback & Measurement

Understand customers in the moment and over time

Develop a customer-centric strategy

Co-create better customer experiences

Create more agile and effective marketing