A lot of companies talk about being customer-centric.
But very few actually spend meaningful time with their customers.
Introduction
A Seat at the Table is a process that builds
Customer-centric Cultures.
We help organizations connect meaningfully with their customers, strengthen relationships, identify opportunity, craft exceptional customer journeys, and most importantly, build trust and loyalty.
It is a direct, in-person, facilitated experience that dives deep into what your customers are really thinking and feeling. It is designed to build understanding and strengthen relationships. And this approach – often around a dinner table – sets the tone for open, honest and inspired conversation. It disarms and empowers your customers to share and collaborate openly, building a platform for future collaboration and value creation. It invites them in, to co-create with you.
Why this is Relevant Now
- Human understanding (hearing directly from customers in-person) is becoming increasingly important as AI makes content (feedback) a commodity and digital (social) makes truth or lies indistinguishable. This approach is the human “community driver” of a brand, connecting with customers IRL to reveal truth, insight and innovation, building loyalty and real community. Findings also support data-driven input to provide a more holistic understanding of customer sentiment.
- Relationships drive measurable results – getting to know your customers pays off (why they choose you, what they love, what they’d like to see more of or change, why they’re shopping your competitors etc.). Whether it’s revenues or raving fans, this approach delivers measurable outcomes (e.g. Lifetime Value (CRV), customer retention / acquisition, strategic pricing and product insight).
What it Achieves (Business Objectives)
- Deepen connection with customers, build trust and loyalty.
- Understand customer communities better to inform business strategy (product, price, brand experience).
- Unlock “customer-inspired innovation.”
- Strengthen data-driven insights (sentiment analysis, NPS) with qualitative learnings.
- Elevate customer experience and journey.
- Improve brand image and long-term business performance.
Our Approach & Deliverables
- Develop a customer-centric Listening & Discovery Plan to suit your organization.
- Launch Discovery – facilitate the first series of A Seat at the Table events designed around key themes and learning objectives.
- Deliver Strategic Recommendations – report out on Key Findings, Opportunities, and Recommendations, including how best to continually engage and harness the enthusiasm of your community going forward (how can I be more involved? is often an output).
- Develop customer-led ‘Ambassador’ Strategy & Plan.
- Customer Experience Discovery, Audit, and Enhancement – a deeper dive analysis on specific customer experience journeys (online and IRL), identifying opportunities and recommendations to improve, elevate, and systemize. This includes detailed mapping of every touchpoint within a journey, assessing its effectiveness and value, identifying gaps and new ways, prototyping and testing updated ”journey concepts,” and ultimately refining the customer experience (journey) to better meet customer needs and desires and business objectives. Customers are engaged in this process to ensure outputs are thoughtfully tested.
Why Work with Us
Banter grace has built a reputation for understanding people, connecting dots quickly, and building value from the ground up. They bring an experienced and strategic brand lens developed over 20 years of shaping and advising some of the world’s most exciting organizations, enabling them to see the forest and the trees.
Recent Work
The “Supper Club Series” was developed for Anthem Properties to engage new home-buyers in a candid conversation about getting in the market now, the hurdles and opportunities, and how Anthem could support new buyers better. It was part of a larger campaign banter led called Starting. Is Everything / Home. Is Everything, which included web, print & digital ads, social, environment, and TV spots.
To learn more please email:
rob (at) bantergraceandlollipop.com