Harmony is more than experience
Why customer harmony, not experience or excellence?
Customer experience and excellence focus on putting customer needs first and often overlook the internal needs of our own organizations. We believe that a healthy thriving relationship should equally address the needs of both parties. Excelling at meeting the needs of one’s customers at the expense of the needs of one’s own organization may be noble, but not necessarily sustainable.
We assist our clients in finding, developing or restoring mutually beneficial relationships with their customers and partners. We raise the bar of customer experience and turn it into customer harmony.
To be truly insightful about our customers, we need to know how they evolve, what makes their experience ideal, and how they are affected by current and emerging trends. We have extended classic methods of human-centered design to provide deeper insights into consumer audiences and help our clients create more robust strategies for their future products and services.
Evolutionary personas extend traditional ones by projecting changes that may happen to target audiences, their behaviors, needs and context. This paints a dynamic picture of one’s customers and helps anticipate changing needs rather than react to them.
The method compares the current and desired customer experiences and highlights the gaps. This gives deep insights into customer mental models, facilitates novel thinking about solutions, and helps build informed product and service roadmaps.
Applied trend analysis
Not all trends have equal impact. Our applied trend analysis helps understand how different technology and lifestyle trends affect specific audiences in the context of their current needs, evolution and ideal experience.
Building harmonious business relationships rests on deeper understanding of our customer and partner organizations, what drives them, and what they look for in a relationship with our company. We have developed three unique methods to help our clients understand and empathize with their business customers and partners.
Organizational personas represent companies, not individuals, and distill a broad range of customers into a few distinctive archetypes. They help think about B2B customers holistically, considering objective parameters as well as culture, behavior and values.
Relationship journey maps interactions between a service provider and its B2B customers. Extending customer journeys, it reflects the needs, pain points and delights of both sides of the relationship, helping turn customer excellence into customer harmony.
Business partners are critical to the success of most companies. Our Partner Inclusion approach helps understand the ecosystem of one’s partners, their needs, goals, and how they contribute to the success and harmony we strive to build with our customers.
Translating insights into solutions
Insights are worth little if they cannot be turned into specific solutions. We help our clients develop a detailed, actionable plan for improving relationships with their existing customers and partners, and for identifying strategic new opportunities.
Improving existing relationships
Using insights gained through our unique research methods, we help our clients find optimal ways to improve their relationships with customers and partners, considering the needs, capabilities and processes of both sides of the relationship.
Developing new solutions
When existing solutions and strategies do not work, we help our clients develop new ones to bridge the gap. Together, we come up with new approaches, evaluate what it takes to bring a new solution to life, and consider viable alternatives.
Creating experience strategies
Not everyone articulates their strategies for cultivating customer experiences and partners relationships. We help create such strategies, making sure they address desired customer experiences and support business goals of the provider.
Building organizational capabilities
Improvements and new solutions last when they are supported by organizational capabilities to enable customer and partner harmony reliable every time, with everyone. We help our clients evaluate the existing mechanisms within their organizations and build new ones that will support and grow better customer and partner relationships.
Building an insights framework
Customer harmony is achieved when everyone knows customer needs and how they relate to the needs of one’s own company. We help build succinct customer insights frameworks and propagate them across an organization efficiently and effectively.
Improving customer capabilities
When businesses lack the right skills to create delightful customer and partner experiences, we help assess customer management capabilities across different parts of an organization and develop training programs to improve these skills.
Creating internal best practices
We help discover customer harmony gems within our client organizations, compare them to best industry practices, and create a set of unique and actionable best practices that reflect the unique goals, structure and culture of each organization.