CUSTOMER INSIGHT REVEALS THE TRUTH THAT LIES BEHIND OUR BEHAVIOUR

JOURNEY’s distinctive approach to organisational alignment is reliant on engaging leadership teams in learning about customers’ needs and expectations, as well as their current attitudes and behaviours towards the organisation.

JOURNEY’s distinctive approach to organisational alignment is reliant on engaging leadership teams in learning about customers’ service expectations and experiences, as well as their current attitudes and behaviours towards the organisation.

Our Customer Planning process enables you to fully DISCOVER your real current customer knowledge. By setting out a common base of customer learning you DEVELOP customer-focused hypotheses which describe current and desired future relationships with each identified Customer Group. Testing this understanding via appropriate research methodologies and by filling any insight gaps enables you to DEFINE a single-minded ‘customer-focused’, prioritised strategy and plan.  The DISSEMINATION of this ‘Customer Plan’ into Cultural and Process alignment programmes consequently embeds customer knowledge at the heart of all future activity.

Asking a series of deliberately broad questions examining existing customer relationships helps to bring the power of Customer Planning into focus:

1. Do you have a clear, simple ‘story’ describing what the organisation aims to do for its customers, in language everyone can understand?
2. Does this ‘story’ reflect the ‘truth’ about the customers you serve and how they see what they need from you?
3. Do you know how well your services meet the needs and expectations of the people you serve?
4. Do the people who deliver your services understand what their customers actually need and the service experience they expect?
5. Do your people understand how to motivate customers to work with you to deliver a quality service?

Such questions often require numerous sources of information, data, understanding, experience and knowledge (both existing and new) in order to arrive at an informed conclusion. JOURNEY’s Customer Planning service is designed to achieve this synthesis (‘bricolage’) of knowledge, by bringing everything together into a series of ‘Brutally Simple Truths’ that can help provide the insight basis on which to build an organisation’s own customer focus.

By looking at all the knowledge you have - and identifying anything that may be missing - we are highly skilled in observing your world through the eyes of your customers and in describing for you what it is like to be them: What they think, feel and do when interacting with your service, and how this creates expectations on their part, against which you are attempting to deliver a more positive experience.

Customer Planning is tailored to the needs of your organisation and the challenges it is facing. It can be an initial quick, simple review of existing knowledge – or it can be a long term, strategic commitment to designing a more durable ‘insight system’ that continually informs all that the organisation does.

Indeed, our own goal is to understand you and your needs as our customer and to ensure that our services meet your expectations. As such, Customer Planning is quite often the first detailed stage of any engagement JOURNEY is likely to have with you, because it is vital to informing everything that flows from this point – Cultural Change, Leadership & Staff Development and Service Improvement.

As we continue to say: ‘Customer First, Customer Throughout’.