Complaints may be on the rise, and your customer satisfaction is not. It would be best if you managed a shift to digital. The goal may be there, but there’s no shared vision of what the desired end-state looks. Targeted improvements to your customers’ experience, based on solid research, drives the change you want.
The Challenges
Your budget is under constant pressure, so you have to be focused?
Do you feel that your customer doesn't understand you?
You made yourself a costly website and changed the whole branding, but the profit hasn't increased, and you don't understand why?
