Conduct ethnographic studies and observe customers in real life. Conduct focus groups with different customer segments. Conduct one-on-one interviews with current customers, front-line staff and managers. Continuously gather and analyze customer feedback and responses.
Consulting Services
Ethnographic Research
Focus Groups
1-on-1 Interviews
Voice of the Customer
Voice of the Employee
Qualitative Data Analysis
Customer/User Personas
Customer Value Propositions
Mystery Shopping
STRATEGY & EXPERIENCE DESIGN
Map customer and employee journeys to help define and analyze the problem space. Identify how customers want to be treated and what they need in order to achieve their ‘desired outcomes’. Generate innovative ideas and solutions with cross-functional teams. Design new products or services based on deep customer insights. Map the underlying service blueprint required to deliver the desired outcome/experience. Service blueprint mapping includes: frontline staff journey, back-office business processes, business impact, business constrains, business and IT capabilities. Map efficient, lean, human centred business processes.
Readiness/CX Maturity Assessment
Business Canvas
Customer Centric Business Strategies & Vision
Customer Journey Management
Service Design Maps
Conceptual Solution Architecture
CX Measurement Systems
Employee Engagement Initiatives
CULTURE & LEADERSHIP COACHING
Foster a culture of growth and innovation. Identify possible barriers and what you need to move forward or get unstuck. Share actionable feedback, personalized advice, and growth plans. Define what values and culture your organization needs to effectively adopt the business change.
Organisational values and culture facilitation
Culture Canvas
CX/Business Leadership Coaching
Team Coaching
X-perience Mastermind Groups
Change Management
CUSTOMER EXPERIENCE TRAINING
The Customer Experience Masterclass is presented by Ian Golding, world-renowned Customer Experience Specialist and author and co-hosted by Michelle Badenhorst from Map & Key.
