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Where to Act

Customer Focus

30 minutes

We’ll lead a discussion to agree where there are opportunities to make improvements, focusing on the areas where YOU can implement changes for yourselves.

Outcomes

This discussion will help you to focus on the areas where you have the most control and influence to make improvements.

In Detail

We’ll lead a discussion to agree where there are opportunities to make improvements. This will include identifying where trade-offs may need to be made (if there are clashing desired outcomes for different customer types) and where there are areas outside of your control that you are unable to influence.

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Know Your Customer

Know Your Customer

This one-day workshop will help you dig into understanding your customers and their experience with you. You'll then focus on generating ideas and plans for taking action.

Future Customer Vision

We’ll guide you through a quick exercise to imagine the future when you’ve achieved your goals. You’ll consider the opportunities you identified and what they look like now they are realised.

Customer Journey Map

We’ll create customer journey maps that show current and desired paths allowing you to understand what your customers are currently experiencing and spotting where you can make changes.

Customer Experience

We’ll identify 1-3 customer personas that are relevant to your business and will explore what it is like to be them using an Empathy Map. We'll consider how they think and feel, what they do and say as well as considering their pains, wants and gains from working with you.

Who's Our Customer?

We work with you to get clear on your customers; both current, potential and desire customers. We’ll narrow the list down to groups of similar customers; you may have one or you may have many.

Momentum Check

The momentum check will help you build your actions into a 3 month sprint, ensuring you have milestones, know how you’ll hold each other to account and have regular check ins built in to make it happen.

See & Be Seen

It’s easy to get caught up in doing our jobs and not considering how we are seen from an outside viewpoint. This simple activity will help to explore both the current reality and the future desire of how your team is seen by others.

Win Win

Whilst every team wants to do its best, doing that at the cost of others isn’t really winning. In this exercise we look at how you achieve a win win with other teams and roles within your organisation in order to create a shared success.

Team Network Map

We will use a network mapping diagram to create a team network map that shows the important links to other teams, stakeholders and internal customers.

Purpose & Place

The group work individually and together to develop and understand their team purpose. They’ll then pair up with others, compare what they’ve written and create a new purpose statement that combines both of their points of view.

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