Case Study
A global leading digital content marketplace business needed to define the transformation required to challenge their competitor market leaders.
Senior business leadership were looking to drive a step change in revenue growth and e-commerce capability/contribution.
The overriding challenge to achieve these objectives was a transformation in the company’s level of customer-centricity, as a cultural change within the organisation from top down and bottom up and as a cornerstone of every business decision.
Delivered an uplift of +25% in Net Promoter Score over a multi-year period. Which in turn reduced churn by 30% and helped making this major UK mobile operator #1 in the market.
Redeveloped web platform, optimised customer experience and created mobile app achieving 40% / $9m revenue increase within six months across 11 countries.
Created marketplace ecosystem which underpinned the securing of €30m investment funding, 60+ partner contracts within 8 months and revenues of €8m within 12 months of launch.
Advised CxO community on how to integrate customer experience into their product offering; and developed future product strategy with customer success at the core.
Led a piece of work for a well known car rental brand that stood up a new route to market through a new digital capability and adaptive business transformation that exploited the new capabilities provided.
Led piece work linked on assessing maturity of a content business’s e-commerce capability; followed by recommendations that enable a +50% improvement in digital sales performance.
Our work delivered an uplift of +25% in Net Promoter Score over a multi-year period, which in turn reduced churn by 30% – making this major UK mobile operator #1 in the market.
Redeveloped web platform, optimised customer experience and created mobile app achieving 40% / $9m revenue increase within six months across 11 countries.
Created marketplace ecosystem which underpinned the securing of €30m investment funding, 60+ partner contracts within 8 months and revenues of €8m within 12 months of launch.