Discovery workshops
Discovery workshops to help business plan for changes and get the most out of their strengths.
Journey mapping · Voice of customer · Strengths and capability review
Operational excellence · Online commerce · Customer experience
I work with commerce and service teams on the things customers actually notice: the delivery that fails, the third phone call about one order, the refund that takes two weeks. Each of those has a process behind it, so that is where I start.
Certified
Don’t spend your energy answering customer complaints: Solve them at source.
Engagements from two weeks to six months
Discovery workshops to help business plan for changes and get the most out of their strengths.
Journey mapping · Voice of customer · Strengths and capability review
Process analysis and design for identification of opportunities while their talent stays focused on the day to day.
Lean Six Sigma · Value stream mapping · Process design
Competitor analysis and strategy to deal with the changing landscape with AI.
Market benchmarking · AI opportunity mapping · Roadmap and delivery
Four phases, each ending with something you can act on. You will have findings worth discussing inside the first fortnight.
Two weeks inside the operation, going through contact data and ticket samples, sitting with agents, and speaking to customers who left.
Baseline customer effort, resolution rates, cost per contact and revenue at risk, so the case for change rests on numbers everyone can check.
We pilot the new process with the people who run it, on a small scope and with real customers, measured against the baseline.
You keep the documented process, the reporting and a trained improvement lead, so the work continues once I have gone.
Why clients call
These are the situations clients usually describe on the first call.
Something is failing now and the cost is visible, whether that is late refunds, rising contact volume or an SLA you keep missing. We find the cause, redesign the process, and put controls around it.
A new model, channel or market means the operation has to work differently. Flows, roles and measures all need rebuilding around where the business is heading.
Your team is capable but fully committed to running the business, and one problem keeps slipping down the list. I pick it up and see it through.
Much of your service demand is created earlier, in the checkout, the pricing rules or the fulfilment promise. Fixed there, the contact never happens at all.
Before committing to a platform, a CRM or more headcount, it is worth sizing the problem and testing the change on a small scale so the business case holds up.
I train an improvement lead, set up the weekly cadence and hand over the documented process, so you are not dependent on outside help next time.
Fifteen years in online and service operations, spent about equally between the design and delivery. I started in online operations investigations in a social media platform, which is still the quickest way to find out what a business gets wrong.
I take a small number of engagements at a time and do the work myself, so you are not handed to a junior team once the contract is signed.
Sectors
Online retail · Marketplaces · Subscription · Counter Fraud Financial services · Revenue Flow
Toolkit
DMAIC · Value stream mapping · Service blueprinting · Customer Journey Mapping · Data Analysis · Scrum & Kanban
Get in touch
Half an hour, no charge. Bring one measure that is moving the wrong way and we can work out together whether there is a piece of work here.