Clear Thinking - The Business Experience

Thinking

Intelligence®

The Business Experience
Business Performance Improvement Services
for individuals, teams, and organisations

Customer Focus Audit + Ideas

Profitable Customer Focus - learn to SEE from the Customers' Viewpoint

Customer Focus
  • SEE ideas for new/improved Products, Services, and Marketing/Sales Campaigns
  • SEE profitable Improvement Opportunities
  • SEE ‘hidden’ Sales Barriers

Step outside your 'subjective box’ and learn how to SEE

your strategy, plans, structure, products, services, operations, processes, premises, marketing and selling, communications, R&D, your people and culture, training … anything that affects sales and profitability       

… from the Customers’ Perspective

using our unique:

  • Customer-Focusing Process and tools
  • dual-perspective experience in Selling and Buying … polar-opposite viewpoints

Good Customer Experience comes from your Customer Focus

 

Improve Performance - work through our Customer-Focusing Process
Five ways to apply the Process to any part of your organisation
Benefit from our unique dual-experience in Selling and Buying
Classic examples of Profitable Customer Focus ... and costly mistakes 

The easiest and most effective way to Improve your Business Performance

 

Work through our unique 4-stage Customer-Focusing Process - with your teams or by ourselves 

to any aspect of your business, from strategy to culture

4-stage Customer-Focusing Process - team/group Workshops
Customer Focus Questions, Tests, and Prompts

 Five ways to apply our Customer-Focusing Process

Look at your business or organisation from the customers’ viewpoint

... using our 4-stage Customer-Focusing Process 
… designed by BUYERS
 

♦  team/group workshops attended by your teams (and customers or agencies if
desired) to study any aspect of your business - from products to processes - from the customers’ perspective ... including marketing & selling communications (see AdQA

♦  diagnostic interviews … with your staff and managers, or customers, eg to get their opinions and ideas on any aspect which could affect (positively or negatively) their 'experience' as 'customers', or as deliverers/influencers of a customer experience

♦  visits to your premises … to 'walk' through a customer experience (or test selling)

♦  visits to your exhibition stands … to test signs, displays, selling (see AdQA)

♦  feedback by post, email, courier … on any printed or digitised communication, including sales pitches, presentations, or exhibition stand designs/displays (see AdQA

Benefit from our unique dual-perspective experience ,,, Selling and Buying

Coaching People

"Yes, but look at this from the customers' viewpoint"

Our employment experience includes initially working in Sales & Marketing then switching careers to Buying exactly the same products and services. We found the two perspectives - Selling and Buying - to be polar opposites.

We also realised (eg from attending trade exhibitions as Buyers) that most marketers and sales people suffered from the delusion that they could see (or hear) their offerings and communications from the customers' viewpoint

We have turned this into a Law - Barrett's Law of Subjectivity: "Nobody can see their own business, especially their communications, from the customers' viewpoint. They are too involved to be objective."

Our "unique customer viewpoint insight" (typical client quote) developed from this dual-perspective experience. We are able to switch easily and quickly between these two polar-opposite Thinking Styles, Business---Customer.

Classic Examples
of profitable
Customer Focus

 

 

 

... and costly mistakes

♦  Amazon: virtually doubled sales from ONE Customer-Focused idea: “If you like this, you’ll also like these”. Simple idea - very little cost - massive impact on sales.

♦  Apple: continuous growth and massive cash build-up based on developing and designing products that customers want and a brand they love. Apple's stores are the complete opposite of conventional selling.

♦  High-Street Banks and other Financial Services: PPI mis-selling etc, etc, has caused massive distrust by consumers in the financial system. But this key aspect (trust) has yet to be exploited by the many challengers. Habits are hard to change.

♦  High-Street retailers: many have folded due to online competition and a lack of customer focus. Shops now need to attract customers to visit.

Classic Cases in costly Customer Focus mistakes

Have a Demo Contact us for an introductory discussion and demonstration of our Customer-Focusing Process applied to any aspect of your business.