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engage for sustainable growth
At WHAT YOUR CUSTOMERS WANT we believe that the organisations that not only survive the test of time, but continue to grow, are ones that stay relevant to their customers.
Over many years we've developed, tested and improved on a number of processes that help businesses understand what their customers really want, and what they might want next. And we've successful helped many businesses start, reinvent and relaunch with new energy and increased revenue.
Overall, we focus on four key steps:
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Get CLARITY around who your business serves and for what purpose, and where you're at and where you're going
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Understand your CUSTOMERS, what they want, where they gather, how they consume media, and what's next for them from your business
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Build your customer community in the best CHANNELS and with the CONTENT most likely to engage and promote action
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CONNECT with your customers on an ongoing basis to build loyalty and grow your customer community.
get clarity
The first thing we always do is check where you’re at.
If you’re starting a business, we can help you with a ‘Start-up Plan’. This involves checking your idea, your goals, your target market and your brand promise, than then developing a 3-month action plan to get you started on the right track. You can book a ‘Start-up Plan’ online at
www.trybooking.com/JBKS. The investment is only A$275.00 and includes a 2 to 3 hour one-on-one workshop.
If you’re an existing business, a simple place to start is with a ‘What’s Next Plan’. We look at where you’re at, including your customers and business promise, then give you a few ideas as to how you can accelerate your business growth.
The ideas in a ‘What’s next Plan’ may involve new products or services, new messages, promotions, channels to market or ways of working with your customers. Sometimes we get you thinking about new business or pricing models, new supply chain ideas, or other new processes within your business. It just depends on where we see you can get the biggest growth for the least effort in the shortest time.
If your business has less than five employees, you can book a ‘What’s next Plan’ online at
www.trybooking.com/JJNT. Because we know there will be a bit to deconstruct before we reconstruct, the investment is slightly more at A$385.00. This includes a 3 to 4 hour one-on-one workshop culminating in a plan you take away.
Both the 'Start-up Plan' and 'What's Next Plan' can be done remotely (by phone or Skype) as well as in person.
If your business is larger than five employees, we can provide you with a proposal to review where you’re at and where you’re going. This proposal will include at least one group workshop, depending on the outcome you want from this process.
understand your customers
For many businesses, the review process (often involving a ‘Start-up Plan’ or ‘What’s Next Plan’) is enough. But for other businesses, this process confirms the potential growth working with us can deliver. So, the next step is to ask your customers a tailored set of questions to understand exactly what problem they solve for themselves by buying what you offer, and what other problems can you solve for them.
Our research methods ensure that you can take action from the outcome. This is not about patting yourself on the back or issuing a press release. This is about finding out what’s possible for your business based on your current strengths.
Some of the insights customer research can provide include; the specific need your products and services currently fulfil for your customers, how well do your current products and services meet this need, are there other tasks you could help them with, and who are your competitors, really?
WHAT YOUR CUSTOMERS WANT works with you to understand your customers’ detailed needs. We then help you reimagine your business to ensure that your products and services are relevant for the tasks customers want to get done. We also look at what other products you could offer and help develop messages that motivate your customers to act.
the right content and channels
Ultimately, our goal is for your business to increase sales – both immediately as well as understand how to purposefully reinvent in the future. So, this is where we come up with ideas around every part of how your customers experience your business.
In helping you come up with a new offering for your customers, we also look at how this can be packaged and priced. One of the areas we specialise in is creating packages for your customers that spread their investment over time, which also provides your business ongoing revenue streams.
We not only help you develop new products and services or new parts to your existing offering, we look at how you reach your customers, how you source, produce and deliver your offering, how you manage your customers’ experience through this process, the other processes you have to support this, and your overall business model to deliver the promise your make.
There’s no point having done all of this work to then keep it a secret! So, we then help you get the word out in the media your customers consume. Your promotions strategy could include static channels such as: websites other than your own; smart phone applications; print, radio and TV advertising; direct marketing through email or mail; advertorials; and public relations such as press releases. Or active channels such as: your website and blogs; social media platforms (Facebook, LinkedIn, Twitter); newsletters; seminars, speeches; and trade stands.
WHAT YOUR CUSTOMERS WANT also helps you understand if your promotions channels are effective, and how to make the most of them to generate new business.
continuously connect
Building a community takes ongoing effort, and this requires planning. We simplify the process of staying in touch, coming up with new ways to delight, making sure your community knows what you offer and giving them reasons to stay engaged and share you with their friends, family and colleagues.