Andrew Reise Consulting

Why We Are Different.

The idea is simple: turn customers into lifelong brand believers. But the practice gets complicated. Through years of experience, we understand the delicate relationship of customer expectations and business capabilities.

We help clients develop their customer experience strategy, create a tactical roadmap, and implement it. We help energize your team to drive enterprise changes across all channels and to ensure every part of your company from finance to the brand team is on board.

Our Outside-In Approach

Our outside-in approach starts with the customer’s viewpoint on one end and reaches to your corporate vision on the other end. The two converge in the middle at each customer touch point and interaction with your company.

Looking ‘outside’ first, we seek to gain insights into the customer’s needs, wants and expectations. We then look ‘inside’ to establish a clear understanding of the company’s brand and strategic vision. We then work with you to define the ideal end-to-end customer experience. The challenge comes when enabling business capabilities to consistently deliver the right customer experience and satisfy the expectations of your customers. That is where we can help!

Four Key Principles

Through our experience, we have identified four key principles that are critical to creating and sustaining the right customer experience strategy and capabilities for your company.

1. Alignment to Corporate Strategy – A company’s customer experience must align with the organization’s overarching corporate strategy. Companies deliver a promise to the market with multiple interactions, which we call touch points. This brand promise must match customer needs and wants as delivered through the customer experience.
2. Understand the Customer – Companies must anticipate the needs and wants of their customers. Ultimately, customer satisfaction comes down to a series of filters including expectations, word of mouth, emotion, and more.
3. Touch points Deliver the Brand Promise – Touch points are where the customer and the brand promise meet. It is where the rubber meets the road. We take a holistic view of the customer lifecycle, as customer expectations and actions differ depending on the context of their relationship or previous interactions.
4. Business Capabilities Deliver the Experience – Capabilities are how an organization delivers an experience. Capabilities consist of people, process and technology, which work in concert and must be aligned to the overarching corporate strategy. For an organization to deliver the ideal experience, it must ensure its capabilities are aligned with its strategy.