We will spend time immersing ourselves in the business, interviewing designated stakeholders and actively engaging with individuals across the customer facing departments. We want to explore first hand, how the current level of belief and engagement is contributing to growth and profitability. We will evaluate how the corporate brand has been leveraged over time to provide momentum for its brands and its perceptions as a brand owner.
We will evaluate the current internal perceptions of what constitutes customer value, its perceived relevance and perceptions of how it is delivered across the business. The corporate mantra of customer focus can have a multitude if meanings. We look to go beyond this and uncover the implicit unspoken beliefs of staff and management.
The dynamic capabilities of the firm also plays a vital role in ensuring a firm’s successful evolution. We want to explore the appetite for change, the degree to which entrepreneurial spirit is encouraged and the impact of any stigma when new initiatives go sour. Sometimes success itself can be a double edged sword. Does the organisation and it’s brands have the potential for flexing to market signals or does it template past success as a benchmark for future growth?