Customer Experience
We optimise operations to create a customer experience that maximises your bottom line
Our Solution
With solutions that are commercially driven, insight enabled, operationally embedded and outcome driven, our customer experience offering will convert insights into real, operational change.
How we do it
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Diagnostic surveys
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Interviews & Focus Groups
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Data analysis
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Heatmap analysis
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Predictive models
Benefits
Increase Revenue
Improve Brand Equity
Embed Sustainable Change Into Your Operations
Approach
Our 15 years of experience has helped us to develop and refine several diagnostic tools, such as our capability model, which measures your organisation against best practice, to create actionable insights.
Our team consists of industry experts with decades of experience in customer experience strategy. We have completed over 8 000 consultations for various multinationals, government departments and NGOs.
The insights provided by our customer experience assessment will assist you in optimising your operations and maximising your bottom line.
Our Customer Experience Team
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Valerie Webley
Customer Experience Specialist
32 Years Experience
Ex Head of CRM at BMW, ex Service Excellence Head at Accenture. Projects include Mercedes, Natwest, PWC.
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Lings Naidoo
Customer Analysis Specialist
26 Years Experience
Ex Accenture; Projects include Ford, Caterpillar, Barclays.
Khomo Mokobo
Finance Specialist
35 Years Experience
Ex Finance Director at General Electric, ex VP Finance at Lonmin, ex audit at Deloitte and W&Y
Etienne van Wyk
Customer Strategy Specialist
24 Years Experience
Ex Accenture; Has worked on Projects for Barclays, World Bank, National Treasury.
Customer Experience Case Studies
Impact in the Automotive Industry
Redflank conducted a comprehensive Customer Experience Assessment which included interviews with various stakeholders as well as the review of existing customer experience measurement tools, processes, and systems. Redflank recommended a local Customer Experience strategy and worked with the client to communicate the strategy to all stakeholders and drive the activities required for successful implementation.
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Redflank transformed a complex global Customer Experience strategy into something that was uniquely South African. The project implementation involved the entire team in implementing Customer Experience solutions that were suitable for both B2C and B2B customer relationships.
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Impact in the Manufacturing Industry
Redflank conducted a comprehensive Customer Experience Assessment which included interviews and surveys with various stakeholders. A Stakeholder Experience Strategic Framework was developed to provide an overview of the key pain points in the organisation and the recommended steps in order to address these pain points.
Redflank worked with the client to pilot several implementable actions across the organisation in order to ensure real, tangible change.
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