What we do
Growing your business through designing your services
GrowthStories is a service innovation and optimization agency.
We are specialized in innovating and implementing new service models. We help companies innovate and define the right business model and added-value services towards their (end) users.
A service consists of a range of interactions between consumer and company through touchpoints over time (points of services incl. your points of sales, call centres, online, social media, face-to-face, mobile, IVR, …).
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How do we do this?
 What do we do
GrowthStories will help you at each of the following levels:
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Touchpoint usability
GrowthStories will help you enhancing your customer experience by optimizing and designing the usability of your customer touchpoints via:
- Customer / end user research
- User panels
- User observation
- User interviews
- User surveys
- Usability review and testing
- Expert review
- Usability testing
- Mystery shopping
- Touchpoint (re)design of any of your contact interfaces
- Devices
- Web
- Mobile
- Kiosks
- IVR
- Social media
- Points of sales
- Self-care solutions
- Points of services
- …
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Service
GrowthStories helps your business deliver customer-centric services by
- Scanning for the bottlenecks of your AS IS service situation (service scan)
- How do your clients perceive your customer touchpoints
- Which ones are liked and successful, and which ones are less performing
- What is the current customer journey
- Where is room for improvement
- Defining the TO BE service blueprint
- What would be the ideal customer journey
- How should you optimize your touchpoints
- Which innovations will benefit your business
- How to create customer value
- How should you adapt your services, processes, front- and back-office to achieve this
- Applying service design principles and patterns, and customer-centric design thinking
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Organization
Smart companies are always improving their business. These continuous efforts often require new or additional skills and expertise.
To get your employees and business leaders to a next level of strategic, customer-centric and innovative thinking, our senior and multi-disciplinary GrowthStories consultants will provide your organization with consulting and coaching.
We help you
- Identify your service needs
(how: strategy, customer and market insights, ideation, co-creation, …)
- Make your ideas tangible and executable
(how: service conceptualization, prototyping and blueprinting, …)
- Start up a new service or business
(how: ideation, business modelling, customer development, …)
- Keep track of your goals and objectives
(how: KPIs, metrics, monitoring, …)
- Deliver the required service optimization and innovation
(how: project and program management, change management, interim management, …)
- Validate your service(s) with real customers
(how: usability testing, customer panels, customer observations and interviews, …)
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What do we achieve for you?
GrowthStories drives businesses to innovate, design and optimize their services (and products)
- Via service optimization we improve the performance of your services.
We review the existing performance of services across your existing touch points and help you and your company to optimize your customer experience. Typical results we deliver are improvements in (online) revenue, costs, conversion or customer satisfaction. Our multidisciplinary team and our thorough approach allow you to identify, design and deliver all required changes to achieve the desired service optimization of your touchpoint(s).
- Via service innovation we create new opportunities for your business by innovating your services (and products).
We design and prototype the service experience, define the roads to growth and deliver the desired service experience across your brand touchpoints. Service innovations are build on market trends, business models, customer insights, … Typical results we deliver are new business models, service blueprints but also the full implementation and growth of a new service including customer development.
