TRANSFORMATIVE GROWTH
Your business is ready to take its next growth leap. Are your Strategy, Organisation and People ready?
In this age, where societies and cultures are radically transformed by digital technology, businesses need to comfortably embrace and excel at new ways of engaging with all their constituents. Businesses that do this well, are disrupting the status quo and defining the future.
Transformative Growth is a fundamental shift in doing what it takes to set your business on the path of meaningful growth. Growth that is sustainable and profitable. Growth that keeps your business relevant and competitive. It is a journey rather than an event. Embarking on this journey is setting your business on a path of inevitable and continuing success.
Transformative Growth begins with a commitment to delivering Outstanding Customer Experiences while creating an Outstanding Place to Work. These two gears, working together, realise your business’s Meaningful Growth Potential.
TransGro™ is our proprietary model that provides a coherent method and tool-set to analyse, design and execute the Transformative Growth journey for your business.
The TransGro™ Model
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Delivering Outstanding Customer Experiences
Delivering Outstanding Customer Experiences is never a one-off, process design and management exercise. It is in fact, the every-day way of working that is ingrained into your organisation’s DNA. It is a winning combination of your well trained and oriented people, empowered with the appropriate processes, digital technologies and tools who deliver a great experience to every customer, every day.
We focus on the four core aspects of delivering Outstanding Customer Experiences – Customer Fit, Experience Design, Service Design and People.
Customer Fit
Technology now allows us unmatched insight into markets and customers. Customers expect ever more customised and personalised products and services. Are our products and services fully-fit for our customers? Do they fulfill a need or solve a problem for them in a meaningful and relevant way? What is the potential value to be delivered and how do we unlock it? We answer these questions that allow us to clearly articulate the offerings, understand our customers and quantify the business opportunity over a fixed time-line.
Experience Design
Where are the opportunities for our business to interact and engage with existing and prospective customers? What are the experiences we can and should deliver? What are the tangible and intangible components of such experiences? We answer these questions that allow us to understand the customer journeys and design the experience. Experience Design is the ‘What?’ of delivering Outstanding Customer Experiences.
Service Design
We know the customer experiences we want to deliver. How do we deliver these? What should our organisation structure be? What systems, processes , technologies and tools will we need? We answer these questions to ensure that the business has a clear understanding of what it will take to deliver the desired customer experiences. Service Design is the ‘How?’ of delivering Outstanding Customer Experiences.
People
Ultimately, Outstanding Customer Experiences are driven by motivated and customer oriented people. Who are the people who will drive customer experience delivery? What aptitudes, attitudes and skills do they require? How will they work to do this? We answer these questions to to put in place the right people, operating model and organisation. It also allows us to seed the development of a customer centered organisation. People is the ‘Who?’ of delivering Outstanding Customer Experiences.
Creating an Outstanding Place to Work
It’s a truism – a business is all about its people.
Societies and cultures are changing fast. So are the realities of the workplace. Your workforce will continue to become more diverse, inclusive and globally distributed. In order to succeed, it must foster an open culture of communication, collaboration and innovation using new digital technologies.
Leaders who grasp this reality are creating the outstanding workplaces of today and the future.
Communication
The quality and flow of information and ideas across the organisation determine how responsive and decisive it is. We study the communication content and pathways to understand the ‘how and why’ of communication across the organisation. This understanding allows us to design interventions that enhance the effectiveness and efficiency of communication in the business.
Collaboration
Teams and teamwork multiply the impact of individual talent and brilliance. Old ways of working and structuring are no longer helping teams work together towards shared goals. Part of this is due to skill gaps and part due to dated organisation structures and cultures. We study and audit the current culture to understand the barriers to effective collaboration. Armed with this understanding, we are able to work with leadership teams to instill and institutionalise skills and cultural elements that encourage collaboration where people are motivated to team and look for win-win solutions.
Innovation
Innovation is not a job or a task. It is a way of working that encourages and empowers people to think creatively to find solutions to problems. A culture of innovation allows a business to not only anticipate challenges but harness the collective power of the ‘hive -mind’ to develop and implement solutions. Innovation is what keeps your business relevant and competitive. We study and audit the current culture to understand the barriers to innovation. We then use this understanding to work with leadership teams to institutionalise a culture of problem solving and innovation among individuals and teams.
Our Transformative Growth Practice covers:
- Strategy Planning Facilitation
- Customer Experience Design
- Marketing, Sales & Customer Support Transformation
- People, Organisation & Leadership Transformation
- Enterprise Knowledge & Content Management Advisory
- Change Management Support
Read our perspective: Are you Being Served? The secret to great customer service in the age of technology.
Schedule a consultation to know how your business can achieve Transformative Growth.