Customer Growth Design
Operational Design Creates the Right Structures for Sustained Growth
Defining Operations to Build and Sustain Growth
The most direct factor to drive long-term Customer growth is defining an operation designed around the customer. The material value of the newer businesses, like Uber, Facebook, etc. is that they are built around Customers, what they want, and building continued reasons for those Customers to return with high Engagement. Of course, those company designs originated from scratch and without the challenges of changing an existing business.
That does not predict, however, that defining your operations around the Customer is not possible or too complex to achieve. What the design means is that a clear view of the Customer, their touch points, needs, and what context (e.g. processes) exist that interact with those customers is critical. Step change to Customer results, engagement, and sustained growth is very possible with the right focus and discipline. It starts with good, disciplined design principles and a healthy view of the baseline operations, including most importantly a healthy view of the current Customer Experiences, created behaviors, and work trends.
Understand the Gaps & Remedies Impeding Operational Growth
Do you know with clarity the actual root impacts and operational blockages preventing customer growth? If so, can you define what your expectations for growth if your business only changed the core operational structure?
Identifying where your business is leaking valuable customers, missing interactions, and in overall missing opportunities should take no more than 90 days. Defining a clear view of where primary opportunities for new results exist, structural operations needs, opportunities to create new growth, long-term opportunities to build experience loyalty, and a path to a structured agile change.
“GrowthOps was instrumental in defining and planning the launch of a new way of operating across our North American customers.
Results achieved within a year:
Oversaw RFP and contracting process for Michael Kors’ North American contact center
Designed and launched multi-lingual and multi-channel contact center
Ensured call center became a self-funding profit center within 12 months from startup
Overhauled product warranty process resulting in a 25% reduction in appeasement costs
Achieved 86% First Call Resolution through process improvement and training initiatives within three months after launch
Helped develop a unified approach to the omni-channel retail consumer experience
Reduced executive-level customer escalations by 70% within 6 months
SVP of Global Customer Operations
Structured and Robust Platform Integrations to Generate New Operations Impacts
Moving quickly to modify Growth Operations results requires a clear understanding of Customer Needs, operations gaps, and equally importantly, an ability to connect changes to operations into existing technology. The approach should include a platform of highly stable, information secure, controlled integration methods that pre-exist to move quickly against business needs.
An example of this is the ability to create Synthetic User Actions through online access that enables rapid data exchange, and targeted activity updates directly with existing systems. An entire toolset of methods, such as this option, should also include standard extendable API’s, Secure Transfer Batch exchanges, and where needed extended operational teams for live updates or resolutions. This provides a variety of results-generating options to move quickly in achieving new business initiatives in an Agile fashion that enables “prove your design” in capturing sources of customer value that prevent large projects or over-dependency on over-stressed IT resources.