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Creating high performance through Customer Centricity
Let customers guide you to brilliant performance
The world is changing at an unprecedented pace
All sectors are being disrupted, customers have greater power than ever before and their expectations are being driven by the experiences they enjoy with the worlds best.
People are beginning to believe that anything is possible
Seismic shifts are taking place in global society. To stay ahead, organisations must reimagine themselves, doing so quickly and with the confidence that they’ll get it right.
There is only one way to get ahead, and stay ahead
Organisations must truly understand and engage customers - bringing together the right strategy, solution design, customer experience and digital technology to form a fully integrated ecosystem for those who matter most, customers.
With our help, your organisation can become truly Customer Centric
We can help you to:
- Understand what customers truly value through Human Insight
- Design and create engagement with solutions through Co-Creation
- Accelerate and future proof capability through Delivery Excellence
Laser-sharp focus on customer value is the essence of success
It stimulates growth, drives customer and staff satisfaction, builds loyalty, cuts cost and fuels improvement.
High performing organisations are Customer Centric
They are:
- Relevant – they understand their customers and provide solutions which they truly value
- Easy to engage with – their processes are customer-led, enabling a friction-free experience
- Enjoyable to do business with – their staff create a highly personalised and memorable experience
- Trustworthy – they offer an intimate experience and do what they said they would, every time
Customer Centric organisations are high performing
They deliver:
- Outstanding customer experiences
- Great customer outcomes
- High customer satisfaction
They achieve:
- Deep customer loyalty
- High staff satisfaction
- Maximum revenue growth
- High efficiency and cost advantage
Customer Centric organisations are
consistently high performing
Because they are:
- Obsessed with the customer
- Driven by insight
- Highly collaborative
- Inventive and Agile
- Digitally savvy
- Trustworthy
Customer Centric Organisations achieve high performance through capability in nine areas
- Customer experience vision
- Customer strategy
- Customer journey and business processes
- Customer aligned organisation design
- Customer Centric leadership and culture
- Customer information
- Customer metrics
- Customer Centric technology
- Staff engagement
The Audet Magna Customer Centric Business Change Methodology
It's time to think differently.
Let customers guide you to brilliant performance.
Human Insight
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Hear the truth
Our unique Customer Voice method allows you to understand what truly matters most to customers.
Genuine insight, not just data.
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Predict the future
Using Voice Analysis, we allow you to understand the impact of different types of needs and how they evolve over time.
Todays ‘wants’ are tomorrows ‘needs’.
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Focus on value
Our Value Assessment tools allow you to zero-in on the changes that will have the greatest impact.
Relentless focus on empirical benefits.
Co- Creation
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Accelerate co-creation
Through our Rapid Quality design method, we work directly with customers and staff to develop highly effective solutions and engender emotional engagement with the change.
Driving engagement with the process of change.
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Customer Centric technology
We enable customers to guide you to solutoins that truly meet their needs.
Accelerated adoption.
Delivery Excellence
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Ingrain great experiences
We help create an organisational DNA that delivers the experience customers are seeking.
Maximising benefits, making change stick.
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Achieve high performance
We have taken customer-centricity to the next level, creating total alignment between the organisation, its customers and staff.
Satisfaction delivered.
We've helped many global organisations
Global fast food chain
Restaurant of the future
Using our unique methodology to help tune the chain's digital offer into the needs of customers and front-line 'crew'.
Global supermarket chain
Next generation service culture
Put in place a rigorous solution for managing £multi-millions of IT procurement contracts.
National high street and online retailer
Digital concept stores
Using our unique Customer Voice method to hear the truth, developing genuine insight to understand what truly matters most to customers.
National broadcaster
Digital content delivery
Co-creating a fundamentally different way of managing and delivering content to a wide range of customers, in the context of major sector change.
International fashion retailer
Digital Platform Programme
Driving deep engagement with new technology solutions through Customer Centric Change.
Global technology retailer
Corporate Service Transformation
Designing a truly Customer Centric corporate service model and reducing the cost to serve.
National high street and digital retailer
The Difference is You
Driving a truly Customer Centric Culture on the front-line, helping Colleagues to have great conversations with customers and deliver great experiences.
National health service
Coordinated Care Model
Working with a range of organisations to co-create an innovative and truly patient-centric health and care model.
Local Authority
Digital Transformation
Developing the strategy for the Local Authority to become the UKs leading Customer Centric Digital Council and Smart City.