Consulting

We work with a wide range of clients and recognize that all clients are unique and have continually changing and challenging issues within their organisation. Consequently we adapt our approach to best meet their specific needs and do not try to “shoe horn” packaged programs where they obviously won’t fit.

Each engagement will often evolve out of a workshop or speaking session, where we get to learn about key elements of your organisation and can deploy a consulting approach that is ideally suited to the issues at hand. These can either be on a fixed price basis, or based on a daily rate.

Here are some examples of the types of projects that we have recently been involved with:

Development of business strategies & technology deployment specializing in:

  • Customer interactions review and enhancement, including contact centre, digital marketing and social media monitoring
  • Customer experience strategy design and delivery, aligned with the appropriate technology
  • Omni-channel customer service assessment and system design
  • CRM and customer contact strategies with leading solutions such as Saleforce.com, Zendesk, and HubSpot to align sales processes & methods
  • Selection & Deployment of Enterprise Feedback Monitoring (EFM) solutions to Listen, Act & Engage

Here are some of the ideas that we explore and questions that we ask:

  • How to identify the measurable benefits of improving the citizen experience

  • Why reducing demand for public services is a desirable outcome for all stakeholders

  • And why increasing and improving citizen engagement isn’t contradictory

  • How behavioural change on both sides is a vital element to success

  • The importance of emotions and adapting to personas in citizen interactions

  • How and where to best deploy digital and other technologies for mutual benefit

  • Measurement and Analytics strategies to identify citizen friction points and  roadblocks to success

  • The establishment of a strategic and tactical citizen connection road map

  • Where and when are engagement strategies most effective

  • The importance and difference between conversation and confrontation in addressing sensitive issues

  • Evaluating how and where digital deployments are most effective