Customer Experience| Redflank

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

Diagnostic surveys
Interviews & Focus Groups
Data analysis
Heatmap analysis
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

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.

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.

“When working with Redflank, the attention to detail, great project management style and drive to deliver was what we really enjoyed. They add great value and would be a pleasure to work with again.”

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.

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.