Customer Compass
A simple and quick way to realign your team’s efforts around what customers actually want and need.
Is something not quite clicking with
your customers?
- You’re basing key decisions on what you THINK your customers need.
- You’re worried about the market and emerging competitors.
- You’re looking for new ways to re-engage your customers.
- You want to realign your teams around customers’ needs and wants.
We can help!
With Customer Compass we show you where you should make the greatest effort in order to grow your business.
We want to give Business Leaders like you confidence that your efforts are focused on the things that will make the most significant difference to the customer.
A good time to book
Christmas may be over now, but we’re extending our 2024 pricing until the end of the month. Why not make the most of these prices before they go up.
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The age-old ‘we know our customer’ trap
A lot of organisations think they’re doing everything they can to help their customers. But the truth is, they’re providing a customer experience that they think the customer needs. It’s a hunch. Or they’re providing a customer experience in the way they always have, without reassessing its effectiveness.
Ignoring the true needs of your customers could mean losing them to competitors who are actively adapting to market changes.
Don’t find yourself left behind, struggling to engage with customers through outdated methods. It’s time to invest in the right areas of customer experience, ensuring your offerings align with today’s rapidly shifting customer demands.
Find new ways to deliver greater value to your customers
First, we understand your customers painpoints, needs and preferences. Then we decipher where your efforts should be placed to propel your business forward, giving you confidence that every current or future initiative is customer-centric and impactful.
By choosing Customer Compass, you’ll gain invaluable insights that empower your team to focus on impactful initiatives, ensuring every future step or decision is rooted in real customer needs.
Unlock the ability to adapt swiftly to market changes, outpace competitors, and drive your business forward with confidence, all while enhancing customer satisfaction and loyalty.
How it works
Choose your service
Kick off call
Timelines & deliverables confirmed
Too many business leaders are basing their decisions and efforts on what they assume their customers need and want
These days your customer’s needs are changing fast, and they may quickly decide they don’t need your product or service. When you’re basing your business decisions on old data or assumed customer insight, your team’s efforts will quickly be focussed on the wrong areas – on things that won’t deliver value back to your customers, or your business beyond a point.
Ultimately, your customers will feel your products and services are no longer relevant and they’ll stop buying from you if their needs aren’t met.
With Customer Compass, we’ll help you understand your customer and their core needs – to make sure your teams are providing the product or service that will deliver the greatest value.
90 percent of businesses, regardless of the vertical they are operating in, have stated that they have made Customer Experience their primary focus. (CX Index)
When you can see your competitors are investing in CX, you know they’ll be finding ways to differentiate their product or service from yours, which may give your customer enough of a reason to leave. Then when your customers take their business elsewhere, you’ll be feeling like you could have done something sooner.
With Customer Compass, we’ll help you protect your revenue and share of market, by outpacing or outsmarting your competitors.
The hard truth.
The majority of your customers could leave any day.
86% of consumers say they would leave your brand after only 2 poor customer service experiences (CX Today).
Chris Hudson
Founder & Customer Experience Expert
Company Road
Why work with me?
I’ve been a Management Consultant and Experience Designer working for some of the world’s biggest consultancies and brands, including Google, Toyota, Accenture and Bupa and I can bring global CX experience to your organisation. Working across multiple industries and regions across the world has taught me all the Customer Experience techniques and I’m ready to share these with you.
Through AcademyXi and University of Melbourne, I’ve taught and mentored 100s of business leaders, current and emerging, build improved products and services for their customers.
I also host the Company Road Podcast, where I explore what it takes to change companies, sharing perspectives and learnings from the best in the game.
I’m here to help anyone who wants to build more customer-centric products and services – to listen to your customer and reconfigure your products and services. Ultimately to help your business grow.
I can help you refocus businesses on the right customer problems, and reset your teams around what needs to be done.
Let’s build a more customer-centric product or service for your business soon,
Chris
Some of the organisations we’ve been able to help
We were able to partner directly with Chris to tailor the content towards current CX problems that we’re facing, making it more relevant to our people. Chris’s expertise in this area was evident, and his ability to engage with the participants throughout the day was particularly impressive. Our team left the workshop feeling energised and excited about the possibilities of what problems we could experiment with next. I highly recommend Chris if you’re looking to inject some transformation into your business!
Chris is a gun. Plain and simple. He has one of the most impressive brains in design, and his knowledge of the end-to-end design process and adjacent business areas is second to none.
I had the pleasure of working with Chris consulting for an e-commerce Startup that was taking on some big players and had ambitions to capture significant market share in a very short amount of time.Chris set out a lean plan to work with the client and provide the most amount of impact to them in a very startup time frame (ie. heavily constrained!).
I would definitely recommend Chris and Company Road for any business looking to supercharge its design vision.
Chris is an exceptional designer, leader, facilitator and strategist and one of the best I’ve had the pleasure to work with. From day one, Chris continually took his work to the next level and not only thoroughly impressed the client but impressed the rest of the team with his ability to synthesise extremely complex design challenges into digestible insights that the business could make informed decisions on.
His combination of including product strategy, design & communication make Chris an asset to any company that is lucky to have him working with them. I’m looking forward to another project together!
What results can you expect?
Of course, every business is different, but on average:
- Aligned teams churn 36% fewer customers each year
- You could save 10% of your company’s spending that’s wasted on misalignment, on average
- Highly aligned companies grow revenue 58% faster and are 72% more profitable than their misaligned counterparts
- Aligned teams close 38% more sales proposals
Customer Compass
Bronze Steer
$7,997 + GST- Customer-centricity 1/2 day workshop
- Up to 6 team members
- Prioritised customer needs & opportunities – based on existing research or insights
- 1 week prep, followed by the 1/2 day workshop during the following week
Silver Direction
$15,879 + GST- Qualitative 121 research with up to 8 customers
- Includes research recruitment fee
- Playback of key insights & recommendations, evidenced by the research
- Prioritised customer needs & opportunities, evidenced by the research
- 3 weeks
Golden Compass
$42,529 + GST- Qualitative 121 research with up to 8 customers
- Includes research recruitment fee
- Playback of key insights & recommendations, evidenced by the research
- Prioritised customer needs & opportunities, evidenced by the research
- Benchmarking against your competitors, inside and outside of category
- Team effort analysis, key insights & recommendations, evidenced by the research
- Operations / Customer realignment recommendations – around core customer needs, evidenced by the research
- 4 weeks
Bonus
But wait… there’s more!
Once you’ve booked, you’ll get a free 50 minute mentoring session with Chris, normally valued at $597, where you can discuss any customer experience challenges and some ways to overcome them. Chris will be able to talk to and share his experience, having worked with 100s of businesses like yours round the globe.
Book in a free 15 minute chat to talk through your requirements and to see if we’re a good fit.
If you’re wondering whether it’s the right time to start investing in making your business more customer-centric, I’ll ask you a simple question.
If not now, when?
The sooner you realign your business efforts to what your customers actually need and want, the sooner you’ll protect the future of your business.
FAQs
Who from my team should be included in the process?
The short answer is anyone who either works with your customer or who indirectly is involved in making the customer experience a success.
Which customers will you talk to?
We’ll talk to your customers or prospects in both the Silver Direction and Golden Compass packages. We’ll work with you to select a representative set of customers to talk to. With the Bronze Steer package we can work through any customer insights you have at a high level.
Where do you find customers to talk to?
We use qualified research recruiters to find either existing customers or prospective customers as part of the process. Existing customers may need to come from your database, if the sample size is small.
What will I be able to do with the recommendations?
Recommendations will be written as actionable statements, based on our understanding of your business. You will be able to take a recommendation or opportunity and immediately assign this to someone within your team to action.
Why do you benchmark inside and outside of my category?
There’s a tendency for businesses to copy each other, so when it comes to creating significantly differentiated or improved customer experiences, we like to look further afield and to other industries to bring in a wider perspective. After all, there may be a customer experience that we can learn from that isn’t directly related to your business.
When you achieve Customer-centricity for your business…
Imagine all of your teams were totally focussed on the things you know will make the greatest difference to your customer. Your business is seeing a rapid increase in customer satisfaction, engagement and more sales. You won’t need to run your customer experience in a reactive way, as problems arise.
Every new customer initiative is now focused on solving for a very clear customer painpoint or challenge. And the feedback you’re getting is the best it’s ever been. You’ll feel like you made a significant difference!
We want your whole team to be celebrating the success after finding or retaining more customers and growing revenues.
The fine print
Payment & Engagement Terms
We typically invoice 50% upfront and 50% upon completion, unless otherwise agreed. The work scope should be completed within six weeks of approval.
Communication & Collaboration
A key point of contact must be available for input and feedback. Decision-makers must be accessible for questions throughout the engagement. Access to all key documents to be provided on the first day of the engagement unless otherwise agreed.
Location
All work is done remotely unless otherwise agreed. Travel expenses are excluded and would need to be added for travel outside of Melbourne.
Timeline & Scope Adjustments
Considerable refinements or significant scope changes will require budget and timeline adjustments. A two-week delay is considered significant. Cancellation fees apply.