SITUATION

We are losing sales. Can you help us understand how, why and when customers engage and purchase our products and services?

MOST LIKELY SIGNALS

Your sales are falling and you want to gain market share. You need to increase your return on investment. Your measures not growing fast enough. You aren’t clear on what to focus on to achieve growth. You are unsure whether you need to change your products, services or price. You have a complex sales strategy and want to get closer to the end customer.

TRANSPARENT PROCESS

  1. BOOK AND PAY $250 DEPOSIT

  2. AGREE DELIVERABLE & DETAILS IN SESSION

  3. EXPERT SUBMITS DIGITAL STATEMENT OF WORK

  4. YOU DECIDE GO/NO-GO

  5. NO-GO = DEPOSIT RETURNED TO YOU

  6. GO = PAY REMAINING $, WORK STARTS

DELIVERY TIME

13 days

COST

AU$ 13,050 excl. GST

HOW WE WILL HELP YOU

  • Following the discovery call and your confirmation of the Statement of Work, Barbara will ask you to provide essential information which needs to include; your organisations customer insights, customer feedback, existing journey maps, existing customer segmentation model and personas as well as current CX strategy & CEM. At this point you will be asked to select the persona you want to prioritise for the programme. 

  • On receipt of the documents Barbara will review the information and create a draft Persona and hypothesised current state Journey Map. Barbara will then request to interview each of your department heads for 45 minutes each to understand current CX challenges.  

  • Following the stakeholder interviews, Barbara will facilitate a 1-day Customer Journey Mapping workshop with department heads attending and anyone else who wishes to. If possible you will be asked to bring along 4 of your customers that represent the Persona for 2 hours of the workshop. 

  • During the 1-day Journey Mapping workshop we will develop the current state journey then we will interview personas to cross reference the map. With the insights from the Personas we will develop the future state map with potential future developments to close the gap between the existing experience and the future desired experience.

  • After the workshop Barbara will create the digital Customer Journey Map, Create the Priority backlog Template and Develop the Action Plan.

  • During a final 3 hour video session Barbara will present and submit the Digitised Customer Journey Map and Action Plan.    


RESULTS & OUTPUT

  • This is Customer Journey Mapping on steroids. Take a real life Customer Experience and document it like never before. 

  • Recap on Customer Experience framework.

  • Principles of developing your customer Segmentation Model & Personas.

  • Customer Journey Mapping for one Persona.

  • Digitalised journey - Current State Journey and Future State Journey.

  • Potential Experience Architecture requirements.

  • Provide a Priority Backlog template.

  • Delivery of an action plan. 


I WILL BE HELPING YOU

Name

Barbara Stewart

Experience Keywords

Experience

Focus

Why relevant?

18 years

Develop Go To Market Strategy, develop Customer Experience Strategy, carry out market analysis, develop Business Model Canvas, implement customer transformation programmes, design business growth strategies, advise on growth hacking

Customer Experience & Go To Market Strategies

  • For more than 18 years, Barbara has had one mission: To deliver customer centric ideas that ultimately deliver value back to brands and more importantly the customer. 

  • I’ve helped a coffee machine go from number 4 to number 1 (based on sales volume)

  • Increased a retailer's sales by 24%

  • Delivered 300% increase in click through rate for an online retailer

  • Increased sales by 27% for stationery company

  • Repositioned a telco for IOT.

  • My clients include Mondelez, Coca-Cola, Diageo, eBay, Aldi, Virgin, Merek, Unilever

  • Barbara is the Founder of Hiya Marketing, an agile customer experience consultancy, dedicated to maximising the value at scale of all customers.

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