Breakthrough to a new customer vision & CRM strategy

The market leading holiday firm had avoided personal relationships and direct communication with its customers. Using strategic analysis and a key event we let the Board step into customer shoes. They compared themselves with customer expectations and with best practices.

The result was a set of insights that led to a new vision of customer value, and major investment in CRM and customer loyalty solutions.

Stepping Stones helped to design the new strategy and positioning.
It actively advised and facilitated the Thomson Loyalty Centre (TLC) implementation team.

And it facilitated value proposition design workshops that led to innovative customer solutions and services.