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The challenge we are very familiar with is one of technology disruption, empowered and increasingly complex customers, shifting markets and new competitors.
The common incumbent response to this challenge? Proclaim to 'put the customer at the heart of everything we do' or to become 'omnichannel'. Create a transformation programme that runs parallel to business-as-usual. Or throw money at ‘wow’ moments and respond to customer feedback at face value.
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Customer-centric businesses do not grow profitably by following the common response. Instead, they unlock growth by genuinely going Outwith – it means ‘outside’ and ‘beyond’. They discover the promises and experiences their most valuable customers really demand, and then inspire and purposefully organise their business to excel at delivering them.
They believe that growing customer lifetime value is the ultimate driver of sustained success. Valued customers lead to a more valued business – by investors, regulators and other stakeholders alike.
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Our clients describe us as builders, engineers, coaches, mentors - we don't really mind, whatever fits best. What we do care about is helping them develop and embed the essential capabilities that create long-term growth.
To place customer value at the core of your business means rearchitecting your organisation. Anyone that has done it successfully understands the transformative effect that a customer-driven strategy can have.
We have learnt from personal experience of leading and working with businesses that are willing to disrupt their markets and win. We understand the shortcuts to success and have refined a proven system for creating the strategy, plan and engagement that will spark growth through customers. By tailoring this system to your business, we can help turn your ambition into everyday reality.