Everybody has a process. Many are similar and they are often theoretical.
Our process has been trailed and improved in the real world. We have made many mistakes, especially when we started in 2000, but we have always learned and we don’t make them twice. Whilst we like to think we are visionary and inventive we always keep an eye firmly on what will work in the real word. We have not always worked for an agency or been consultants (in fact we hate the word) and amongst us you will find ex managers and directors of contact centres, shops, pubs, restaurants, manufacturing, airlines and theme parks.
So below, very briefly, is ‘what we do’. It’s an outline of what we do and the way we do it. We know what works but underpinning our methodology is ‘flexibility’. Every organisation has a different start point and its way of doing things and we make sure we go with the grain whenever we can, unless of course, going against it is necessary to make it work.