Touchpoint optimisation case studies
What do we mean by ‘tools’?
These tools are sets of documented processes and methods for completing Touchpoint optimisation tasks. They are a framework so based on your specific situation we'll select only the most useful and effective tasks for your situation. There are over 20 'tools' grouped in three areas:
Collecting insights
8 tools for going deeper than generic research, collecting actionable insights from your customers/stakeholders and about your business and market. These tools can be applied as part of a broader CTO project, or as a stand alone activity.Generating improvement ideas
7 tools for generating a long list of innovative, pragmatic and fresh ideas that take a comprehensive look at all the directions you could move in to optimise your touchpoints. These tools can be applied as part of a broader CTO project, or as a stand alone activity.Evaluation of improvement options
5 tools for taking a long list of possibilities, and exploring the business case elements for each to pick the most feasible, and high-impact winners. These tools are not likely to be useful in isolation, unless you're simply looking for external analysis and grading of your current thinking, but are a core aspect of a full CTO project.
Designed to work
In creating this toolset, we took our own medicine and spent time understanding our customers. We wanted to understand how we could shape this service around their real needs and goals.
We got brutal feedback and great insights into the challenges they face, both internally, and externally with conventional research providers, business analysts and the myriad of consultants they deal with. Here's what we've done - based on those insights - to make sure Touchpoint Optimisation isn't as painful as some of the alternatives:
- We don't simply consult.
To prove our vested interest we'll hand over any IP, including our processes and internal methods. You also work alongside us throughout the project. - Our outcomes are actionable, immediately.
We deliver a short list of prioritised, measurable and high return projects that you can start working on as soon as you are ready. - We balance your business needs with your customers needs.
We'll make it easy to build your customers needs into what you do, removing the rhetoric. Our methods for collecting insights were designed by psychologists and are run by both our analysts and researchers. - We provide a direct link between key customer behaviour and the financial gain for your business.
We won't waste time or money, chasing customer insights that are irrelevant. We've developed simple methods to ensure the customer behaviour we're helping you change, is the right behaviour. This is a highly pragmatic approach. - Our methodologies are built on best practice.
We haven't reinvented the wheel. We've taken the best methodologies we could find and adapted them for local use.
Talk to us
To find out more about our approach to Customer Touchpoint Optimisation contact:
- Martin Grant // martin.grant@dna.co.nz PH 09 375 1592
