We help our clients get better results from their interactions with customers, business partners and staff. We do this by bringing an “outside-in” viewpoint to understanding interaction outcomes and designing, sourcing and implementing the right business and technology solutions to deliver them.
In today’s business environment cutting costs or prices alone won’t deliver sustainable business results. Our clients are those willing to explore new business and ICT operating models, and seeking a partner able to work with them to understand how to manage change. We bring knowledge of shifts in market structures, technology and customer expectations.
Our typical results are greater customer centricity, improved organisational resilience and flexibility and improved bottom and top line results.
Seeing the real business opportunity or problem through a range of lenses.
Understanding how to best address that opportunity or problem in context.
Driving the organisation’s attributes and capabilities to implement and execute positive change.
Big companies with lots of customers talk expansively about being customer-focused, customer-centric, even customer-obsessed. Vision and Mission statements are rich with customer themes. In NZ billions of dollars is spent on customer care in the form of people, systems, processes, and promotions.
…but the real focus tends to be inside-out (or worse, inside-in).
Big companies with lots of staff and moving parts need to operate inside-out in order to organise themselves and their resources efficiently. This reflects the real world of human dynamics, and focus on self. People in business genuinely care about customers but their perspective is inherently about what THEY do, inside-out. The key to sustainable customer-engaged business is applying an outside-in lens to that.