creating a turnaround performance breakthrough

Challenge:  How does a new CEO use the customer's point of view to escape stalled performance?

Methodology:

• After a rapid diagnostic of the company's current market position and operating model, Aveus created a straw model of the existing customer experience.
• Using leader knowledge, customer interactions and business performance as inputs, Aveus led executives to define a target experience for customers - the ideal things that should happen and how customers would feel from the moment they learn about the company for the first time through the evolution of their needs over time.  
• Aveus led leaders to diagnose the biggest gaps and opportunities between the existing and target views of the customer experience.  
• Aveus translated the most important gaps and opportunities into a roadmap of specific operating actions that could move the company closer to fulfilling the target experience and transform performance of the business.
• Aveus provided coaching to executives as they began implementing change through roadmap initiatives and daily decision making.
  

Benefits Realized:

• A defined target customer experience provides context to daily decision making and focuses actions on what drives performance.
• A pattern of declining revenues is reversing, and profitability is up 25%.
• The leadership team has alignment and energy to lead the transformation, and a customer-centric culture has emerged.