GOSS Transform: Customer
Designing any transformation around the needs of customers is essential. Ensuring that there is a detailed understanding of what customers really need and how they might go about interacting with the organisation will ensure that services are appropriate to their needs.
GOSS works with the organisation to create customer personas and to introduce these personas to managers and service teams. The objective of this is to achieve a shared understanding of customer's needs and desires and to put plans in place to transform the organisation around these needs.
Once the personas have been developed, these are used to design communications plans and to provide insight for the various projects and activities across the organisation.
Customer research is undertaken to provide the first-hand views of real customers, this can include surveys, focus groups or interviews as well as other innovative approaches.
Undertaking customer experience mapping provides a detailed insight into what the customers experience when they are trying to interact with the organisation. This is a useful tool for communicating both good and not so good experiences.
GOSS Transform: Customer includes: