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We work with the most forward-thinking companies across multiple sectors

Customer Experience Strategy → How?

Ne-Lo’s Customer Experience Strategy consulting approach supports you to bring the clear voice of your customers into the boardroom to inform focused and aligned strategic decision making.

We do this through:

01 → Alignment

Engage and align your board, exec. team, and other key stakeholders around the most pressing strategic questions to be answered, strategic hypotheses to be tested, or known unknowns that are preventing clear strategic focus.

02 → Engagement

Design, develop, and conduct targeted customer research using the methodologies best suited to answering your specific strategic questions or hypotheses with your specific target customer. Analyse the customer data through the lens of the strategic areas identified in phase 1, with the aim of generating valuable insight over pages of data.

03 → Refinement

Utilise customer insights to identify and roadmap focused strategic initiatives that target the things that matter most to your customers.

Customer Experience Strategy → Why?

The vital mindset shift that will transform your Customer Experience efforts.

The key problem plaguing customer experience (CX) strategy is that it is seen as separate from business strategy. This issue is on a sliding scale of severity, but in the worst cases, CX can be marginalised as just part of a digital experience a customer has with a company.

When Customer Experience is instead viewed as simply the way a customer experiences a company across any interaction and therefore what they think and say about, and how they act towards that company, it takes on a new meaning. That’s why we encourage leaders to aim for customer-focused strategy - it’s about orienting actual business strategy around the things that matter most to the customers.

Prioritising Customer Experience in business strategy can deliver extraordinary results:

60% more profitable

Customer-centric companies are 60% more profitable than companies that don’t focus on customers (Deloitte, 2017)

1.5 X more engaged employees

Companies that excel at customer experience have 1.5 times more engaged employees than less customer-focused companies (Experience Matters, 2016)

Customers spend 140% more

Customers are likely to spend 140% more after a positive experience than customers who report negative experiences (Deloitte, 2018)

5.7 X more revenue

Brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience (Forrester, 2016)