An area which is of increasing importance to many of our clients is that of customer service. Your customers value their relationship with you and if you get that right you will retain more and win more. ‘Service’ can be a bit of a catch-all word – we all want ‘good service’ but what does this mean for your customers? We can help you to challenge assumptions about your customers’ needs and take a look with a blank sheet of paper at what their needs are in reality and what the service KPIs that drive satisfaction are. We can get beneath the skin and uncover any unrecognised or hidden drivers which may have more importance than previously thought. This will give you the insight to develop your services tailored to need and differentiate yourselves from competitors.