Comprehensive audit of the current business based on one-one-one discovery interviews with key stakeholders, reviewing industry best practices and analysis of competitive activity and third-party research.
Mapping all current points of customer engagement, from awareness, to purchase, to post-purchase referrals, to identify the gaps and the issues (this step may include commissioning bespoke qualitative and/or quantitative customer research).
Holistic review of customer insights related to customer attitudes, behaviors and needs to understand the greatest opportunities for change that will positively impact business growth.
Daggerwing’s discovery and audit approach is faster than traditional consulting firms - trusting in the expertise and opinion of stakeholders. The problems to be solved are quickly established, so more time is focused on solutions.
Analysis of the audit findings to identify the issues/problems/gaps and the associated root causes, from both the customer and business perspectives.
Grouping of root causes into five to seven focus areas that relate to customer engagement, ranging from issues in customer perception of value to issues in how satisfied customers are when they start using a product.
For each focus area, ideation of a series of gap closure options (i.e. potential actions/programs/tactics to close the gaps in customer engagement).
Many consulting firms consider the analysis of issues a key deliverable. To Daggerwing, the analysis of issues is a means to an end - generating ideas that impact customer engagement (and/or impact processes behind the scenes).
Daggerwing works with the client to create a customized suite of criteria for prioritizing activities, so the tactics with the most potential to meet customer needs and business needs rise to the top.
All of the gap closure ideas developed in Step 2 for the five to seven focus areas are assessed using the prioritization criteria during a full-day facilitated working session with senior executives.
The actions with the greatest potential for improving customer engagement and achieving corporate goals are ranked and summarized.
Many consulting firms help a client sponsor develop a plan, and then sell it in to other stakeholders. The Daggerwing approach gets objective multi-stakeholder feedback before the plan is developed, so everyone is onside and accountable from the outset.
The prioritized activities from Step 3 are translated into a detailed implementation roadmap - defining what needs to happen, when it needs to happen, and who is responsible and accountable for making it happen.
Inter-dependencies, enablers, tactics and the resources required to meet critical milestones are identified upfront.
A measurement framework is built into the plan to track progress and results of the actual versus projected impact of the changes.
Daggerwing has extensive hands-on experience in implementing new tactics and processes to improve customer engagement. This makes the plan practical, feasible and successful.