OUR SERVICES
Elevating Your Customer Management Performance
Customer Strategies & Programs
We'll assess your current CM performance to create a Customer DNA roadmap to drive more value to and from your customers, align the organisation and create a truly customer centric culture
CX Design and Optimization
Focus on understanding customers' needs & emotions and map customer journeys. Ensure you deliver the experience your customers expect at each & every interaction, consistently and seamlessly
Develop your Customer management capabilities
We work with you and your teams to ensure you have the skills and knowledge to successfully drive your CM/CX programs and coach you to achieve culture change
About Us
Driving Customer Excellence
At Kinetica, we are dedicated to driving customer excellence through innovative strategies, proven methodologies and unwavering commitment.
We have done your job and have the scars, stories and experience of delivering customer change.
Our team is passionate about helping businesses build lasting relationships with their customers and create memorable experiences.
We have delivered
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Customer vision and CM roadmaps
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Executive workshops
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Improved conversion & retention rates
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Improved upsell targeting
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CX Vision, strategy & roadmap
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Brand & CX Design principles
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Customer & Employee Journey Mapping
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Understand needs & emotional drivers
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Pain Point redesign
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Mystery Shopping Programmes
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Consistent Customer Experiences
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Increased cross-sell & advocacy levels
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Identification and capture of core data
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Targeting retention activity by value
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Employee value proposition
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CM and CX training & capabilities
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Customer KPI design & management
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Successful Customer Change Programes
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Culture change
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Customer program management
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Coaching and mentoring Customer leaders
It’s all about your people
Your people are critical in taking forward our recommendations and improving Customer Management performance. Our consultants have all led teams and understand the role they play in driving change. We are focussed on transferring skills and aim to leave your team both with increased knowledge and motivation.
Our Approach
We start by listening to you and your customers
We aim to generate value for your business by improving how you manage your customers.
To do this we need to understand your organisation - its unique strengths, challenges and objectives - your own Customer dna!
This ensures our recommendations are grounded in reality and integrate successfully within your operation.
"We are passionate about Customer Management. We have very strong personal values and professional ethics which we bring to all our Client engagements"
Initiate
We understand there is no 'one size fits all approach'. To ensure we give you exactly the support you need…..
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We listen
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We quickly grasp your challenges
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We discuss and agree the most effective course of action for your organisation
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We will be honest and tell you like it is
Evaluate
To understand your business quickly we need to get under its skin. We establish how it feels to be one of your Customers, we review how you maximise their value for your business and evaluate how effectively your organisation is aligned to support this.
To do this we have used our experience of best practice in key areas to create our unique approach, the Customer dna™ blueprint.
This approach can either be applied:
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across your organisation covering your - customer strategy, proposition, experience, contact management, people, insight and measurement
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or focussed on your specific business challenge – e.g. conversion, on-boarding, customer segmentation, retention, contact strategy, experience management, data strategy, people management...
Both approaches give an insightful view of your business, providing practical recommendations which will help you improve Customer Management.
Activate
We are keen to help Clients embed the changes we recommend and are proud to have made a tangible difference to our Clients’ business performance.
We can support you in:
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Planning and prioritisation – working with your cross functional teams to develop strategies & action plans
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Implementation – supporting your people to making it happen fast
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Coaching and mentoring your people to succeed
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Interim Management
What is Customer Management?
'Maximising value to and from the Customer.
Creating a culture aligned to the Customer which drives increased, sustainable business performance & an excellent customer experience.'
Our approach
We use our Customer dna™ blueprint and tool to evaluate and benchmark your Customer Management capabilities and identify gaps and opportunities.
This diagram shows the scope of the full Customer dna™ model, reflecting the critical and interconnected “Strands” of great Customer Management.
Each organisation is unique and so are its Customer challenges. We can rapidly carry out a diagnostic to understand your strengths and weaknesses and identify opportunities to improve your Customer Management and business performance.
There are a number of ways we can use the Customer dna™ approach:
Customer dna™ Health-check
This rapid diagnostic provides a high-level insight into your organisation's Customer Management strengths, weaknesses and opportunities.
Our advice can be focussed on either a specific business challenge (e.g. Sales, Retention, Proposition, CX...) or cut across your organisation focussing on the “hot spot” activities, which make the biggest difference to your Customer and business performance.
The Customer dna model™
Customer dna™ Blueprint
This very detailed Customer Management evaluation provides a diagnostic of your business across the whole of the Customer dna™ model, pinpointing your current performance, capabilities and gaps.
We deliver a detailed review of current practice (gaps and opportunities) and identify practical, prioritised recommendations to improve your performance.
We help organisations understand & unlock the potential of their Customer dna code.
CLIENT STORIES
A FEW OF OUR VALUED CLIENTS
About us
Neil Wilson, MD, Kinetica
Neil is a highly experienced Customer Management (CM) & Customer Experience (CX) expert having had a broad range of senior operational and strategic responsibilities within a multi-national Insurance Group before moving into consultancy in early 2005.
At RSA, he was CRM Programme Manager working on the business case through to the launch of MORE TH>N. Neil then was cross UK CM Strategy Manager working with both B2B and B2C and at Group level acting as the Customer subject matter expert.
Neil has worked with some great brands such as The RAC, Tesco Bank, AVIVA, Phillips, Entain, CHP, The AA, SAS, Gateway Housing and the British Red Cross.
Neil’s core expertise is creating & embedding a Customer environment within organisations. His is passionate about transferring knowledge and coaching Customer leaders and managers to be successfully in driving culture change and improving customer experiences.
Neil has extensive international experience, studying, living and working abroad: speaking fluent French & having led highly successful assignments in Australia, Ireland, India, Argentina, Canada, Sweden & China.
GET IN TOUCH
Let’s Discuss Your Customer Goals
Ready to elevate your customer management strategies? Reach out to us today to start a conversation about how we can collaborate to achieve your CX goals.
Call Neil on + (44) 07714 705597
