We have worked with lots of consultants, but no one has come in and understood our culture and our processes faster than C Space.”
Vice President of Service Solutions & Customer Experience Breg, Inc.
The Brief:
To differentiate its offerings in a highly competitive market, Breg, a leader in orthopedic products and services, needed to completely re-invent its customer experience strategy.
Our Approach:
C Space built a community of clinical and administrative customers and prospects to understand the experiences that customers were having and to co-create solutions to their pain points. After validating these solutions through in-depth interviews, we activated the customer understanding and the concept of customer-centric decision making across the Breg teams top to bottom.
The Impact:
Three strategic directions that incorporated the largest value drivers for customers, with the potential to improve both provider and patient satisfaction and loyalty – and ultimately help move Breg towards the edge it needed in the marketplace.