Services Consultancy
Consultancy
We look at the business before deciding what it needs.
You don’t need to arrive with the answer. We look at where the business is today, where it wants to go and what is getting in the way. Then we identify the areas we believe will make the biggest difference.
We don’t start with a service. We start with the business.
You might think you need
- a new website
- more social media
- a rebrand
- advertising
- an app
- better content
The real answer might be
- PositioningPeople don’t understand what makes the business different.
- Customer journeyInterest is there, but it gets lost between first look and booking.
- WebsiteThe site no longer reflects the quality of the business.
- ContentThe business is good; what it shows people isn’t.
- Systems & toolsThe team spends its time on work software could do.
- StrategyEffort is spread thin because the direction isn’t clear.
We start with questions
What we can look at
Depending on the business, a consultancy piece can take in any of the areas below. Very few projects need all of them. We shape the scope around the business in front of us, and spend our time where the answers are most likely to be.
Review · 01
Business & strategy
Where the business sits today, what it is trying to achieve, and whether customers can see what makes it different.
- Where the business currently sits in the market
- What it is trying to achieve
- What differentiates it
- Whether customers understand that difference
- Existing products and services
- New revenue opportunities
- Customer segments
- How pricing and the offer are presented
- Competitor positioning
- Strengths and weaknesses in the current proposition
- Market and trend research
Review · 02
Brand & positioning
Whether the brand reflects the quality of the actual business, and says the right thing to the right people.
- Brand positioning
- Value proposition
- Brand perception
- Competitor comparison
- Messaging hierarchy
- Tone of voice
- Visual consistency
- Brand architecture, where relevant
- Whether the brand matches the business behind it
Review · 03
Digital
How the business works online, for customers and for the team, and where technology could quietly take work off people.
- Website
- Mobile experience
- Search visibility
- Conversion paths
- Booking, order and enquiry journeys
- E-commerce
- Customer portals
- Apps
- Digital products
- CRM and customer systems
- Internal tools
- Opportunities for automation
Review · 04
Customer journey
We follow a customer from the moment they first hear about the business to the moment they recommend it, and look for the friction, the inconsistencies and the missed opportunities at every stage.
- 01Discovery
- 02First impression
- 03Research
- 04Consideration
- 05Contact
- 06Booking or order
- 07Payment
- 08Delivery
- 09Aftercare
- 10Retention
- 11Referral
Review · 05
Content & communication
What the business says, how it says it, and whether any of it is what customers actually care about.
- What the business is currently publishing
- What customers actually care about
- Social channels
- Photography
- Video
- Website copy
- Campaigns
- Content consistency
- Content gaps
- Brand storytelling
Review · 06
Growth
Where new customers could come from, and how to keep the ones the business already has.
- SEO
- Local search
- Paid advertising
- Organic social
- Partnerships
- Retention
- Referral
- Conversion
- Customer lifetime value
- Campaigns and launches
- Now
What needs attention immediately.
- Next
What should be improved once the foundations are right.
- Later
Longer-term opportunities worth planning for.
Sometimes the right advice is to do less.
Spending more on advertising doesn’t make sense if the website customers land on isn’t converting.
A rebrand may not be necessary if the real issue is how the existing brand is being communicated.
Then
What we can help deliver
We find what needs improving. Then we help make it better.
Tell us about the business
You bring the business. We’ll help work out what comes next.
Tell us about the business