We develop measurement frameworks for Customer engagement, Customer experience and multi channel performance. Our approach drives informed decision making for customer activity and business operations, creating connectivity between key measures to link Customer facing measures with bottom line performance.
We help an organisation to identify what is important - both from an internal and external perspective, and enable them to utilise this 'meaningful' information to drive improvement activity. Measurement frameworks enable the performance of the business to be actively monitored and measured against your customer engagement strategy.
A Measurement framework is invaluable at measuring progress and in demonstrating improvements - in a way that the organisation understands. It also provides a solution that can be utilised for scenario planning to enable the design of improvement activity. As a result they are increasingly influential part of management reporting and redesign initiatives.