Aligning your business with your customers’ needs
Customer
centric strategy
Customaline (Proprietary) Ltd is a South African based company offering a range of customer-oriented services in collaboration with local and global partners.
We facilitate the alignment of business strategy and operations to the needs of customers, a critical goal that is often overlooked by organisations.
Our goal is to be a global leader in helping product/service providers optimise their interactions across the value chain with their ultimate consumers/customers.
We help you align your business to your customers’ needs, spoken or unspoken.
what we do
Our focus in advising organisations to be more aligned with their customer is based around:
Strategy Definition and Design
Execution of the Strategy
Knowledge transfer
Employee Experience
Strategy
Strategy Definition and Design
Many organisations may have approached Customer Experience (CX) programmes by concentrating on specific areas like customer journey management, metrics, digitization of some areas of the business as so-called “point-solutions”. In many instances insufficient time is spent on defining clear customer centric strategies. Hasty implementation of different so-called “point-solutions” driven by the need to keep up with competition or certain events like the current pandemic will present potential challenges.
Organizational silos in enterprises typically do not share the same priorities, goals or even the same tools, so departments operate as individual business units or entities. In trying to avoid the silo mentality while addressing only parts of the customer strategy the result is, fact, creation of new “digital” silos. Without a clear holistic strategy, underpinned by taking people, process, information and technology into account companies stand to risk failed projects and cost overruns and often duplication of functionality.
Our flagship offering in CX strategy in collaboration with the Customer Science Lab is entitled “Customer Focused Agile Strategy” encompassing a true holistic customer experience management (CX) approach which encompasses:
- Reinforcing leadership commitment
- Harnessing business agility for a changed world
- Transforming organisational culture and values
- Harnessing data to achieve a clear view of the customer’s voice and journeys
- Clear business and technology architectures and roadmaps
- Defining the CX components for a digital strategy
Strategy Execution / Implementation
Designing and creating strategies are only valuable if the execution of the strategy forms part of the process. A comprehensive implementation roadmap forms an integral part of the strategy process where the two to three areas that will yield the greatest improvement are agreed with your executive team and prioritised for implementation and ongoing oversight to ensure success.
While our approach is used across different industries and enterprises (e.g. Finance, Healthcare, Media, Legal, Telecommunications and Retail in the private sector and certain areas of the public sector) the basic principles are similar. Since employees are ultimately responsible for the success of implementation, we closely incorporate the employee experience into all strategy executions.
Implementing the customer focused agile strategy is carried out in collaboration with our partners which include:
CUSTOMER FOCUSED STRATEGY, CUSTOMER VALUE AND EMPLOYEE VALUE
Customer Science Lab (Proprietary) Limited
BUSINESS AGILITY, PROJECT AND CHANGE MANAGEMENT
Solfeggio (Pty) Ltd
COMPANY CULTURE AND CORE VALUES
Caldo Inc (Toronto, Canada)
COMPANY CULTURE AND CORE VALUES
Consilient Inc (Toronto Canada)
CUSTOMER EXPERIENCE
The Global CX Panel
CHANGE MANAGEMENT TRAINING
andChange
Interventions and Knowledge Transfer
We offer, together with our collaborating partners some of the following services:
- Corporate culture and core values assessments and interventions leading to:
- Customer Focus through Organizational Culture Transformation and People Change Management
- CX Maturity assessments
- Voice of the Customer
- CX Metrics advice and guidance
- Customer Experience Design, Journey Mapping and Monitoring
- Journey Analytics
- CX directed loyalty programmes
- Mystery shopping
- Customer Relationship Management (CRM)
- Channel deployment plans as part of a digital approach
- Customer centred Business and ICT Architecture and Planning
- Business Intelligence related to customer data and analytics
Employee Experience and Engagement
- Psychometric assessment with focus on employee engagement, emotional intelligence and customer experience
- Customer Focused employee intervention and training Services
- Emotional intelligence for team leaders and managers focused on customer experience and emotional resilience training
- Irate customer interventions
All courses and interventions are offered and customized to specific customer requirements
No-obligation
consultation
All courses and interventions are offered and customized to specific customer requirements.
For more details or to arrange an initial no-obligation consultation please contact us via the form below, or email Eli.Goldstein@customaline.com