News
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- New White Paper from Mulberry Consulting
19 March 2010
More effective management of the customer experience is an opportunity area for retail banks. It has the potential to help customer retention, create better internal alignment of actions, identify cost savings, and drive incremental revenue growth.
An Opportunity for Retail Banks to Rebuild Trust and Create Differentiation - New Forrester white paper identifies Mulberry Consulting journey mapping as best practice
8 February 2010
Mulberry Consulting is featured in the new paper by Forrester Research on Mapping the Customer Journey, which presents best practices in using this important customer experience tool. The paper recommends that organisations use customer journey maps to examine interactions from the customer point of view. Mulberry Consulting’s approach to customer journey mapping is presented in the paper as an example of best practice, along with a number of other organisations. Forrester concludes that “Companies tend to be too internally focused. As a result, they often lose sight of what’s important for their customers. Journey maps are a great tool for reframing discussions from internal operations to customer experiences. That’s why most companies would be well served by undertaking a customer journey-mapping effort.”
To learn more about the Mulberry Consulting approach to Customer Journey Mapping click here. To find out more about how Mulberry Consulting can help your organisation with customer journey mapping please contact us.
The Forrester paper is available at their website.
- Mulberry Consulting published in Australia Post magazine
25 November 2009
In the Summer 2009 edition of “Priority”, Australia Post’s magazine for business customers, Andrew Pound, one of Mulberry Consulting’s senior consultants, argues that companies first must measure customer loyalty and ask customers what is important to them.
Click here to read the full article - Establishing Best Practice Customer Engagement Models in Financial Services
9 November 2009
Given the pressures that banks and other financial service organizations are under in the current economic climate, the challenge of defining and establishing best practice customer engagement models has never been more important. This paper looks at the pressure financial service organisations companies are under and gives examples of best practice which defines a Customer Intelligent organisation.
Establishing Best Practice Customer Engagement Models in Financial Services - Optimizing the Customer Experience in Insurance
21 October 2009
How can insurance companies make their customer proposition stand out from the crowd? Mulberry Consulting have published a white paper entitled "Optimizing the Customer Experience – an Opportunity for Differentiation in Insurance ".
Optimizing the Customer Experience – an Opportunity for Differentiation in Insurance - Latest news from Mulberry Consulting
1 October 2009
Our September practitioner calls were a well-attended success. To make sure you don't miss out on the October call be sure to get in touch on the contact us page.
- Mulberry Consulting has Moved House
11 September 2008
We are delighted to unveil our new brand identity and new look website.
The work has been undertaken in response to feedback from our existing and potential customers. They helped to identify how we were perceived, and what we needed to do in order to communicate our position as a leading consultancy for Customer Experience.
The first thing you will notice is the change in name. The more dynamic Mulberry Consulting has the immediate advantage of being easier to say, is more memorable and unlikely to be shortened to the anonymous-sounding MHC. It also carries forward the goodwill that has been built up over the last six years.
The new identity has been created to more accurately reflect what we do and to express our brand essence of Customer Intelligent. It supports our vision to become the first choice for those organisations who recognise the increasing commercial benefits of becoming Customer Intelligent in order to build more valuable customer relationships but who still need help and guidance to identify and bring about the appropriate change.
With our new identity established, we are now looking forward to further strengthening our reputation as experts in the field of customer experience by the development of new product, service, and client relationship solutions.