Over the last 10 years, our people have worked on over 200 projects to deliver bottom line growth and new revenue through product and service innovation - achieved through compelling customer relationships.
customer growth strategy - National Skin Cancer Centres
National Skin Cancer Centres are a chain of specialist medical practices with the funding to grow globally. They needed a reliable way to obtain patients in each new clinic. Our team were engaged to research what motivated people to get their skin checked, and to design experience based innovations to deliver increased conversion, retention and referral. One innovation converted 40% of leads to new patients and the new customer retention and referral strategies were implemented across the Centres. They doubled the number of medical practices within 2 years.
Read the paper: Saving Lives with Customer-Lead Innovation
“We discovered more about our customers in one month than we could in over 10 years of operation.”
customer strategy innovation for growth - Global staffing services firm
The ASX listed firm needed to shape strategic options to take the business towards their 10 year goals and helped land new initiatives with the broader executive. Members of our team joined the executive team to develop over 10 new customer centered strategic growth directions for the business. The result was the alignment of a new executive leadership team with an integrated Group Vision and set of Group Values which are organisationally and structurally aligned at the business unit level - a stepping-stone ahead of competitive strategy development.
customer experience innovation - Global pharmaceutical company
The company was focused on deepening and improving patient outcomes in two critical treatment areas – Schizophrenia and Multiple Myeloma. Members of our team traveled to Seoul, Korea to help them research and devise targeted experience innovations to support those treatment areas. The resulting differentiation contributed to significant performance improvement.
customer centric competitive advantage - Australian auto retail brand
In response to a significant increase in competition, the company sought greater levels of customer centricity and competitive advantage. Members of our team help them achieve an ongoing focus on customer centricity and exceptional experience delivery. They now outperform their rivals. One innovation outcome was a full service ‘pit stop’ car servicing service. This became a reality through a partnership with a global engineering supplier.
competitive differentiation and financial return - Australian financial services company
Ranked as one of Australia’s top 10 banks, the organisation needed to differentiate in a competitive market. They wanted to more clearly understand their target customer segments and design actionable and impactful experiences and retention strategies. Members of our team delivered insights that lead to important uplift in conversion, engagement and customer satisfaction. They achieved more frictionless banking and a decreasing approval time for home loans from 13 to 4 days.
innovation based marketing strategy - European airline
The airline’s Asian e-commerce team needed to develop a marketing strategy that would keep them relevant and competitive in the international airline industry. Working together in Bangkok, the team generated more than twenty innovations, all of which were higher quality than the creative agency proposals previously considered, and could be operationalised at a fraction of the cost.
Customer Experience Design - train operator consortium
The consortium needed to extend their contract to operate the city train network for another 7 years. They needed to show how they could innovate to provide excellent passenger experiences in the future of train travel in their city. Members of our team worked with the operator bid team using participatory design techniques and proprietary innovation methods to craft a detailed passenger experience design vision, helping then to secure a franchise extension with the state government, worth over $786 million per year.
operating model - Advisian (worley parsons group)
Worley Parsons was creating a leading global advisory business, Advisian - bringing together 20,000 people and its flagship engineering advisory capabilities into a global consulting leader. Our role was to design the operating model that would ensure its success.
“This is where the magic happens. The team came in fast and quickly identified our blind spots. The solutions and business innovation pushed us beyond the constraints that we thought were limiting us and has helped us take leaps and bounds forward in developing our business.
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process innovation for growth - Fibre King
Fibre King, established in 1926, is a fourth generation family owned machinery engineering firm. It focuses on end-of-line packaging machinery that includes robotics and industry 4.0 capabilities. One product they offer is the ‘Little Packer’, a machine with a smaller footprint and lower cost of capital that fit the burgeoning craft brewery vertical. Fibre King’s challenge was to understand how to grow internationally in a changing industrial environment. Our team worked with each business unit to design internal process improvements and innovations that lead to 48% sales growth in the second half of FY2019.
Read the paper: The Best Next Move
wargaming - Boehringer Ingelheim
Boeringer, a pharmaceutical company, needed to develop a strong go-to-market strategy for a new product that was two years from launch. Members of our team delivered a 1.5 day interactive WarGaming workshop for the group. During the sessions, participants stress-tested how the clinical development program compared with a selected competitor. They developed data generation plans to overcome specific competitive challenges. The best ideas were pitched in an exciting ‘Dragon’s Den’ format. This lead to a refinement of the clinical development program a more competitive go-to-market strategy.
Read the paper: Wargaming for Competitive Advantage