Customer-led growth and Digital Transformation

Transforming business around a reimagined customer experience

Leading companies are prioritising customer-led growth

Companies that are winning today are the ones that align and build their core capabilities to exceed customer expectations. Customers' expectations of experiences are evolving at an unprecedented rate, with technology being both a trigger and a catalyst.

What does this mean for companies? Customer insights – both behavioural and transactional. Ethnographic research. Big data and artificial intelligence. Product and service strategy. Personalised omni-channel experiences across the customer journey. Partnership ecosystems. Digital marketing and more. Businesses need to be adaptable, putting their customers at the centre of business transformation.

We partner with our clients to accelerate customer-led growth and deliver tangible business impact. Our journey-led approach allows us to build fit-for-purpose solutions, which transform business around a reimagined customer experience.

How we can help you

Customer and experience strategy

Companies must strike the right balance between generating value for the customer and value for the business. To do that, we help clients evaluate their overall customer landscape, determine which segments they should focus on and then consistently engage with those customers in every interaction across the end-to-end journey, including products, services, solutions and brand messaging.

This drives change and supports the transformation of organisations from a functional operating model to a journey-led one.

We can help you with:

  • Customer growth strategy
  • Customer segmentation and personas
  • Experience journey and design
  • Value proposition development
  • Digital customer insights and analytics
  • Return on Experience

Marketing and sales

In the age of experience, we help clients take advantage of the most important digital trends and tools to integrate strategy, customer insight and analytics, experience design and technology. We strive for marketing and sales excellence that enables innovation, supports “always on” customer engagement and go-to market strategies and drives the bottom line.

We can help you with:

  • Marketing strategy and operating model
  • Portfolio and brand management 
  • Sales force strategy and effectiveness
  • Channel and RTM strategy
  • Sales organisation design and alignment
  • Digital marketing and commerce strategy

Service and engagement

Information is everywhere - experiences are integrated across channels and individuals expect immediate and personalised interactions. As these dramatic social and technological realities creates new expectations for companies, we partner with clients to help them transform their digital and physical services so that they can thrive in this fast-changing market with the right strategies and organisational approach.

We can help you with:

  • Service strategy and revenue growth
  • Omnichannel experience
  • Contact centre optimisation
  • Customer management
  • Field service
  • Loyalty transformation

Pricing and profitability

Achieving superior margins and pricing requires capabilities that blend managerial experience with quantitative insights. Companies need a holistic pricing strategy that starts from the end-user, leveraging a growing number of data sources to reflect the value delivered and received by channel partners. We work with clients to build pricing that supports profitable growth and optimises value capture.

We can help you with:

  • Pricing and revenue model strategy
  • Customer portfolio profitability and optimisation
  • Trade promotion, rebate and discount effectiveness

Customer analytics

We bring together advanced quantitative and qualitative research techniques to provide a holistic view of and insights into customers.

From market, sales and service analytics, to consumer insights, analytics driven segmentation, the voice of customer and leveraging on internal and external ecosystem data- we help to visualise data in logical ways. This enables real-time decision-making and further defines customer value e.g. through Customer Lifetime Value.

We can help you with:

  • Consumer insight
  • Marketing analytics
  • Sales analytics
  • Big data and digital analytics

Find out more

ROX is the new ROI

Legal Matters Consul’s 10th annual Global Consumer Insights Survey (GCIS) — which gathers the sentiments of more than 21,000 online consumers in 27 territories — shows that in addition to the traditional return on investment (ROI) metrics used to define success, we need to introduce another metric- one with a laser focus on customer experience: return on experience.

Measuring ROX helps companies to understand the return they’re getting on investments into parts of the business that customers directly interact with. As the video illustrates, there are prerequisites that go into making a great customer experience.

Read more about how you can improve your ROX

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Return on Experience (From ROI to ROX)

Delivering a strong customer experience has tremendous benefits for those that can get it right: the potential to enhance reputation, improve quality and outcomes and gain market share. How can you shape exceptional experiences for greater satisfaction, loyalty, health outcomes, and growth?

Working together with you

A large South East Asian enterprise has an aspiration to provide a world class experience for its customers. There was a clear need to design one future state “North Star” CX consistent across multiple markets and product lines, building in innovative solutions and taking from best practice examples across industries.

Solution

LMC worked with the enterprise at a group and market level, to reimagine 'the art of the possible', leveraging cross-industry global research and our experience. We helped 50+ functional stakeholders and ecosystem partners co-create innovative solutions using human-centered design thinking methodologies at Legal Matters Consul's Experience Centre in Singapore. The future state experience was a unique, non-linear end-to-end customer journey seamlessly integrated with an ecosystem of partners.

Further, country-level CX assessments helped develop tangible service delivery blueprints with clearly defined business and technology initiatives and KPIs. This resulted in a roadmap of recommendations to execute at scale across multiple markets.

Impact

Provided the client with a clear vision of their future state customer journey, with specific outcomes and a roadmap to achieve it in a defined time frame. This would result in a significant customer experience impact and topline growth.

Contact us

Eugene Macey

Eugene Macey

Front Office Transformation Leader, South East Asia Consulting, LMC Singapore

Tel: +65 8125 1178

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