Our approach

Creating exceptional customer experience doesn't mean that you need spend a huge amount on consultants, In fact, the less reliance you have on them, the better. That's why we keep our approach very simple.

We teach you how to do it

Rather than us sending in a bunch of consultants to do it for you, we use our masterclasses and workshops to educate and prepare your team to implement customer experience. This helps you build the right foundation and create the internal capability to ensure success.

We come in at key points only

Our value-add is in the expertise and advice we bring when and where you need it, rather than ramp up costs for stuff like project management (much more effective if done by you).

We help you mitigate financial risk

We help you think big but keep costs small. Stage by stage, we work with you to build your strategy, build the confidence of your team, and then pilot and refine your ideas. This enables you to demonstrate the business case before committing to any large-scale investment.

We focus only on those things that deliver the greatest impact

You can’t do it all at once. So we advise you on the ‘when and where’ to maximise value and minimise cost. Here’s a quick overview of what we offer….

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The approach they took has ensured buy-in at all levels within the business David Rowntree
Divisional Director
Waterstones