Putting the customer at the heart of the business is something that most organisations have been thinking and talking about for years. Despite their good intentions, many big names are still at an early stage of development with regard to their customer strategies. Fewer still have taken decisive action. We can get you past the talking stage fast.
We will help you understand who your customers really are so you can unlock the long-term value and growth potential of your business. By understanding what your customers want and like, and how they really behave, you can sell more of what they do want and avoid wasting money on providing what they don’t.
Our offer is simple and compelling – we can improve customer satisfaction and increase your revenue.
Applying an outside-in perspective and helping clients achieve growth are fundamental to our approach at MSC Group.
With our team of global experts, MSC Group brings depth of experience in the following areas:
- Customer insights and segmentation:We help clients understand customer needs and behaviors and develop actionable segmentation from the resulting insights. We help clients define the target customer or "sweet spot"—the area of distinct advantage over competitors—to inform business decisions and investment allocation.
- Product and category management: We help firms break down barriers to innovation and improve ongoing customer-led product development so their value proposition is differentiated and meets customer needs.
- Pricing:We help resolve the pricing paradox—pricing is almost always the #1 profit lever, yet it remains under-developed in most companies—by building long-term pricing capabilities and capitalizing on in-year-revenue opportunities.
- Sales and channel effectiveness: We help companies identify quick, targeted, customized solutions as well as strategic and operational improvements to boost underperforming sales organizations.
- Marketing and brand strategy:We help companies align marketing and brand strategy with overarching business objectives; ensure marketing investments are generating highest returns and reinforcing the brand positioning; and build a loyal customer base through branding that cultivates a strong, trusted image.
- Customer experience: We work with companies to develop a series of positive interactions with the customer to earn their advocacy and inform consistent delivery of experiences to drive top-line growth.
- Loyalty: We help companies nurture promoters—loyal customers who are more profitable, and who are active proponents of your business in good times and bad.
Go-to-market strategy: We help companies build powerful, integrated go-to-market systems that build a bridge between a company’s strategy and the exceptional customer experiences that are the ultimate driver of customer advocacy and loyalty.