We favour simple practices that deliver results quickly.
Our goal is to boost your current customer strategy by giving you a value-based perspective on your customers and a practical plan for improving how you convey value.
| I've known my customers for years. What could you tell me that I don't already know? | Many companies who know their customers well still don't have the buyer behaviour specifics they need to be persuasive. We can help get you those specifics in a format you can use, and we can give you a framework for thinking objectively about your offering (like your customers think about it). We also bring a fresh, outside perspective. |
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| How do I know if I need help? | If you don't know the reasons each of buyer types does business with you, you probably need help. Also, ask yourself these questions. | ||
| How can I tell whether you’d be a good fit for my company? | One reason we offer a free assessment is so we can both see whether and in what areas we can help you and your company. We would not undertake a project we feel we couldn't make a success. Here is the type of work that we do. Also, feel free to contact us to discuss it further. | ||
| What methodologies do you use? | Think of the customer value chain as a linked sequence of activities each adding particular value to your product or service. We can help in all four areas. |
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| What would a project look like? | There is no one-size-fits-all solution. More importantly, our work and deliverables need to fit into your company culture. That said, there are common phases in larger projects:
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| Is this about surveys and focus groups? | No. Surveys are good for quantifying things you already know and focus groups are best suited for getting tactical suggestions. To find out why customers buy or don't buy, open-ended and unscripted conversations are best. These conversations are conducted within a framework designed to trigger insights from all your customer groups. Don't worry about how this may impact your customers and your team - it's usually a very positive experience that creates good will. Also, there is plenty of flexibility in how we approach it. |
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| How big is a typical project and how will it affect our company? | A project can be any size but a surprising amount can be accomplished in as little as a week. Once identified, much of the work can be implemented incrementally. They key is to prioritize your action plan based on real, unbiased customer information, .. and to build in metrics to measure success. The process itself is neither invasive nor onerous. Our goal is to complement your strategic initiatives, not derail them. |
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| What guarantees can you give? | Wherever possible we will work with you to define what success will look like for each defined task. | ||
| Can we do this ourselves inhouse? | Yes. Many of the techniques are straight-forward. There are a few accessible books on the subject, and lots of good tips and practices on the web. The problem is that this work often keeps slipping in busy companies because you:
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