Z Energy Customer Experience Strategy
Delivering a CX Strategy to Drive Growth.
Background
D&Co partnered with Z Energy to develop a foundational customer experience strategy that would identify the Moments that Matter most to customers and focus the organisation on the highest-value opportunities for differentiation and growth. The programme combined stakeholder research, ethnography, customer insight, personas and CX strategy.
D&Co expertise
Customer Experience Strategy · Ethnographic Research · Customer Insight · Personas · Customer Value Proposition · Moments that Matter
The challenge
To define Z Energy’s CX Strategy to ensure the business was focussed on the key moments that truly mattered to their customers.
Establishing Z’s Foundational CX Strategy for Growth.
Our solution
Z reached out to D&Co to help develop their customer value proposition and CX vision to ensure Z people clearly understood how to use these as anchor points in decision making. This required an overarching CX manifesto to act as a north star for the business to rally behind.
While there were a range of well defined segments there was a desire to develop the segments into key personas to help model the behaviours, attitudes, and goals of Z customers.
Previous work also required validation through in-field ethnography to arrive at a set of prioritised focus areas for exploration and product/service design and development.
D&Co worked through qualitative research with key Z stakeholders to deliver the ‘Voice of the Business’ report and subsequent ethnographic research to arrive at the ‘Voice of the Customer’ report.
These key reports fed into the CX manifesto, CX design principles, our CX priority areas and in defining the moments that mattered most to Z customers.
Since the delivery of the CX strategy Z have focussed on the key moments that matter to redesign the customer experience.
See how this CX and customer-led innovation thinking also helped Z create world-first experiences including Fastlane and ShareTank.
Deliverables:
Customer Experience Strategy · Ethnographic Research · Customer Insight · Personas · Customer Value Proposition · Moments that Matter
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