Breakthrough to a new customer vision & CRM strategy

The market leading holiday firm had avoided personal relationships and direct communication with its customers. Using strategic analysis and a key event we let the members of the Board step into the customer’s shoes. They compared themselves with customer expectations and with best practices.

The result was a set of insights that led to a new vision of customer value, and a major investment in CRM. 

We also ran ‘value proposition’ design workshops that led to several innovations in customer service