In advance of launching their impact investment property fund, a social start-up wanted to map their customer journey to create a blueprint by reviewing the end-to-end process.  Since the fund has not been launched yet, it was also an opportunity to identify any gaps and missing information prior to the launch.

Following a telephone consultation to understand our business model and our objectives, FIP Consulting provided an onsite customer journey workshop based on a real-life customer persona. 

The customer journey map crystalised our thought process on how the process would work in practice, but also identified some gaps and some questions that needed further analysis and discussion.  The post workshop report included a visual map of the journey which we were able to present to our senior advisors groups which enable further discussion.

Pamoja are an education technology company based in Oxford.  Since 2009, they have been broadening access to the International Baccalaureate (IB) Diploma Programme by providing high quality IB-authorised course content to schools online.

Following a period of significant growth we wanted to align all our staff with our key principles and create a cohesive and effective approach to customer service.  FIP Consulting were able to offer a bespoke workshop that focused on our key customer insights and develop activities that were relevant and meaningful for our business.  Following a series of interviews with staff from all departments (and levels), FIP produced a half-day tailored workshop that was rolled out to all staff.

The workshops helped reinforce one of our key values that all staff are responsible for creating a positive customer experience.  By involving different departments in each session we were able to challenge the view that only customer facing teams are responsible for creating a positive experience. Most importantly 100% of attendees agreed that the workshop would  make them focus more on the customer impact of their job role.

We have had a very positive response from the workshops – and plan to rollout further workshops as we continue to expand.

Sandie Black – HR Director, Pamoja Education

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The Floor Store are a family run business selling quality floor coverings from their retail store in Twyford, Oxfordshire. 

We pride ourselves on providing an excellent customer experience but didn’t have any formal way for our customers to provide feedback on their experiences.  In the early stages of the customer journey we have a lot of direct contact with our customers, but we also wanted to make sure we had visibility of the latter stages when fitters go into homes to complete the process.

FIP Consulting were able to develop a short online survey that could be completed anonymously and covered the end to end journey (from initial contact to installation).  The survey is now emailed across to the customer and has provided us with some key insights that weren’t aware of.  Thus enabling us to adapt our offering as well as providing us with a mechanism to continually improve.

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Following a restructure and a number of redundancies, morale within the hospital was at an all time low.  This manifested itself in an increase in the volume of patient complaints and negative internet reviews. It was felt by the senior management team that a tailored workshop focused on customer service would align all departments and reignite the passion for providing a great patient experience.

FIP Consulting delivered two half day tailored workshops for staff across all departments. The first session focused on the general principles of great customer service, while the second session applied these principles in more detail to the hospital and patient environment.

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