Consulting
Within the consulting arm of Springboard we help organisations in four key areas:-
1. Customer Experience
2. Managing Key Customers
3. Developing Categories
4. Needs based segmentation
1. Customer Experience
What is it?
The complete interaction a customer has with your organisation.
1. Pre conceived beliefs and expectations:- What a customer thinks, feels, sees and hears about the brand &/or service before the experience.
2. Engagement:- What the customer, thinks, feels, sees and hears about the brand &/or service during the experience.
3. Memories of the experience:- What the customer, thinks, feels, sees and hears about the brand &/or service after the experience.
What do we do?
Ensure the expectation you develop for your brand/service matches the experience your customer receives.
Being clear about;
- What you want to be great at.
- What you want to be memorable for.
- The experiences that create loyalty and customer bonding.
2. Managing Key Customers
What is it ?
Managing your organisations key value & volume customers in a way that ensures you:-
- Retain them,
- Penetrate them,
- build loyalty with them
- increase your efficiency/effectiveness through working with them.
What do we do?
Ensure you are clear who your key customers are and have the structure, processes and strategy in place to manage them profitably.
3. Category Development
What is it?
A group of products, services that customers perceive to be interchangeable in meeting their needs.
Category development is a process that managers the category as a strategic business unit, producing enhanced business opportunities. Fine tuning the development of the category levers (price, promotion, distribution, service, people, range and supply) to meet future customer needs.
Category development extends the marketing mix to the point of decision / point of purchase.
What do we do?
Identify the growth areas and ensure you are in a position to manage them for profit.
4. Needs based segmentation
What is it?
A way to group customers based upon their needs and their potential.
Enables you to place your effort against the customers where you gain the maximum advantage
What do we do?
Work out the traits and needs of your customers, identify common links that enable you to group them together. Sense check it against hard data. Bring the two together to provide a framework that works on hard data (profit, value, volume) and soft data (traits, behaviours and needs). Work with you to place the customers onto the framework and understand the implications of working with them in a different way.
Support the commercial team as they apply segmentation into their everyday way of working.
Our KPI’s
- Intention
Gaining agreement to necessary change, e.g. customer satisfaction improvement, customer value growth, customer volume growth, new customer numbers/value, customer retention. - Reality
Seeing change in action. - Effect
Noticeable business improvement.
Assess your own customer experience >>