With over 25 years of research and expertise in fostering customer trust and loyalty, the consulting provided by Brilliance Director, Samantha Hillion-Burns, is well-established and proven within the financial services industry.
Customer Consulting
Highly experienced customer consultant – financial services
Consulting: Specialising in Culture and Measurement
Our Customer Consulting specialises in building a values-driven culture – including the mindset, standards, and processes – and effectively measuring these to create consistent, trustworthy, and memorable customer experiences that epitomise your brand.
Brilliance offers consulting services in both these disciplines:
- Customer Culture
- CX Measurement
Customer culture consulting
Our consulting engagements are deeply tailored to each client, providing targeted support to:
- Articulate your company’s purpose and values through the customer lens
- Align CX objectives with overall company strategy and individual divisional strategies
- Foster effective collaboration and a holistic view of the customer journey across all divisions
- Cultivate a customer-centric mindset among leaders and employees
- Empower employees to consistently deliver exceptional customer experiences
- Design services that drive desired customer perceptions and emotions
- Collect and analyse customer data from both solicited and unsolicited feedback
- Entrench continuous improvement
Work with us to unlock your brilliance for customers
CX Measurement Consulting
CX measurement is difficult yet crucial. Brilliance CX measurement consulting includes:
- Workshops to select the right metrics or reviews of metrics already selected
- Outcome mapping and analysis to connect CX metrics to CX objectives and business outcomes
- Strategic consulting to integrate CX metrics with broader business strategies and metrics
- Using CX measurement as a lever to get all divisions pulling in the same direction
- Overcoming limitations of single metrics like NPS, CSat or CES
- Standardised measurement frameworks to ensure consistency in measurement
- Business analysis and specifications for CX measurement solutions
- Providing actionable insights from data through monthly analysis and reporting services
Example of one of our CX consulting engagements
THE NEED: Our client, a large insurance firm, had a reasonably good customer culture but wanted to improve their customer retention rate.
THE PROBLEM: Upon investigation, we uncovered the main factor impacting their customer retention: Communication.
THE SOLUTION: We proposed three solutions.
1.Communications training and coaching for the frontline staff. We trained their trainers to facilitate practical workshops dealing with the clarity and proactiveness of both written and spoken communications. Supervisors received advanced training to provide the necessary ongoing coaching.
2.Communications quality control. We enhanced the existing QA process to include the newly established communications standards.
3.Proactive policy communications. We found that customers were more likely to leave when they were disappointed with some aspect of their policy. To address this, we designed a database report to pick up every time a policy rule reduced the customer’s desired payout.
Brilliance is different to the average consulting firm
Both design and implementation. Strategy without implementation is useless. While other firms provide grand strategies with limited implementation, we at Brilliance place emphasis on the implementation side of well-designed strategies and solutions.
Expert senior consultant – no juniors. Unlike consulting firms that may deploy inexperienced staff to address client needs, at Brilliance, only the Customer Solutions Director with extensive expertise in the customer field does the consulting.
Best price guarantee. Brilliance doesn’t charge you a fortune. Our fees are in line with that which you’d pay an inhouse senior manager to do the job. In effect, you get the convenience of remotely provided interim management without the staffing costs.
Holistic approach to customers. Customer management is best approached hand-in-hand with Product Design, Sales, Marketing, Systems, Compliance and HR. Brilliance brings broad expertise across these functions to ensure a holistic approach to your customer journey design and management.
Time for expert guidance
Let’s talk about your current needs or challenges regarding your customers.
