The UK Government Department BEIS wanted to understand the risks associated with IoT connected White Goods.
Enhancing Customer Satisfaction: A Case of Product Returns Reduction and B2B Relationship Improvement
A well-known manufacturer of domestic appliances, FMCG, renowned for innovation and quality, faced a challenge from two major UK retailers regarding product quality. The objective was to reduce the rate of product returns and improve B2B customer satisfaction.
Organizational performance improvement
Committed to improving organizational performance with innovative approach.
CX Mentoring
Sometimes a business is making great strides with Customer Experience but needs a little advice or a friendly ear. CX Mentoring helps you explore Customer Experience in your environment, developing ideas and plans. We can work 1-2-1 or in groups.
Sustaining Customer Experience
Two factors put your customer experience under pressure. 1) Customer expectations forever change. 2) As organisations grow, they divide into specialist teams (aka functions). These factors challenge your team and change the experience you deliver. While we offer CX Projects to boost Customer Experience, one off changes eventually become obsolete. So, we recommend clients embrace...
Customer Experience Projects
Sometimes our Customer Experience needs a boost, often when external factors create additional needs and expectations. A CX Project boosts your business when customers are less happy than they once were. Learn about CX while delivering tangible benefits with a CX Project.
Customer Experience Workshops
CX workshops familiarise teams with CX Concepts while driving commitment to fix, improve or transform customer experience.
Operations Improvement Project
A client approached me, initially with a request to cast a measure on the Manufacturing arm of the business, with the aim of indicating how well it was performing and to provide details on the opportunity for improvement. I requested definition on the scope of the project, as my experience tells me that ‘issues’ in...