DAP Consultancy Limited

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Happier customers make for better business

DAP Consultancy puts smiles on faces

DAP Consultancy are specialists in Customer Experience. Focused on maximising your business growth, customer loyalty and profits, by improving the experience your customers receive.

We've increased revenues, customer loyalty and customer satisfaction scores of start ups, small to medium size enterprises
and large scale multi million pound corporations.

DAPConsultancy.co.uk

See what our expert knowledge, consultants and solutions could do for you...

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DAPConsultancy.co.uk

Customer Experience is the make or break of a brand image. Marketing, product and CX must work together in harmony in order for a business to be a success

DAPConsultancy.co.uk

We help you build a customer experience that is consistent, differentiated, builds loyalty and turns your customers into advocates. All completely bespoke to your needs.

DAPConsultancy.co.uk

Find out more about how we help organisations optimise their customer experience and drive up their commercial value. Why not contact us today.

DAPConsultancy.co.uk

DAPConsultancy.co.uk

“You've got to start with the customer experience and work back toward the technology.”

Steve Jobs

Data can tell us interesting stories. It can make us more productive, deliver personalised customer experiences and drive innovation. Its power seems limitless. But when there is so much data available, you can run the risk of over analysing or focussing on the wrong type. So how do you avoid data just becoming a buzzword? How can it start playing a meaningful role in your business?

Let’s start with the obvious: data is nothing without a context. It is inert. Only when it is analysed in a specific framework does it become information. This is then processed and internalised by individuals to create knowledge.

In the digital world, this relationship doesn’t change. It’s up to your organisation to transform this data into knowledge, then action. That’s how you get a positive return on investment. Make your data relevant and useful by starting with these steps to create organisational change.

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1) Set your goals : To harness the full value of data, you need to ensure it is captured accurately, with the end goal in mind. So, the first step should be setting your goals. Your data strategy will depend on the business problem you’re trying to solve and the environment you work in. This will lead to better understanding the factors and variables of your analysis. Executive buy-in will be the key to success. Ensure you on-board your organisation’s leaders early so you have the right engagement from all stakeholders along the process.

2) Plan, plan, plan : As you grow your ambition of leveraging insights to benefit the business, you need to ensure you have an effective data strategy and management plan. This includes how the data will be stored and managed. You need to ensure accessibility without sacrificing security, all while aligning to current policies and regulations. Also, you need to define a data governance maturity model, including data classification and compliance policies. See here for more information and a helpful guide from Microsoft. 

3) Keep security at heart : As mentioned, you need to ensure your data is kept safe when stored, managed and in transit. With intelligent security, you can empower your organisation against cyberthreats with machine learning and automation.

4) Democratise data skills : You must ensure your whole organisation has the skills to understand data. To take advantage of new information, insights and resources, everyone needs to understand how to use data effectively. This will help build an accessible knowledge network, plus improve services and customer experiences. It’s not an easy task. But building a data skills learning plan is vital to get the best out of data and to empower employees. The Forrester report on Why Digital Literacy Matters goes in-depth on how to spread data literacy.

5) Build a feedback loop : To ensure your data insights stay relevant and agile, implement a change control process consistent across the organisation. Keep verifying your data strategy against your business plans, goals and with your executive sponsors to ensure you’re heading in the right direction. Be ready to adjust. Flexibility and speed of change will determine the difference between frustration and success.

Weave data throughout your organisation : Ultimately the power of data is directly correlated to your strategy and your people. Data doesn’t belong in a different realm. It doesn’t belong to one team or silo. On the contrary, it needs to intertwine with business processes, stakeholders and policies. It needs to reach across business silos and connect together to surface the right information, at the right time. Make sure you embark on the journey as an organisation. The response from this empowerment will surprise you.

References:  Microsoft, Krizia Ceccobao, The Forrester

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What People Say

"Dan is an accomplished, disciplined, focused and solution driven individual, assisting both colleagues and clients in a consistently positive manner, gauging their needs at all times and always willing to take on new challenges and responsibility."

Director of Service Delivery, The Keyholding Company

"Dealing with customers is a very difficult area to manage, it requires a great deal of patience and empathy towards the public. Dan simply excels at this, not only a pleasure to work with, his experience is unbeatable, with him as part of a team you cannot fail!"

Global B2B Marketing and Communications Manager, Collinson

"Dan is such a nice person to work with. He is not only a great colleague but a very good manager. He is very creative, hands-on, and organized. He is the guy to go to when you need help with customer retention or complaints handling and is always open to discuss ideas and suggestions. I learned a lot about leadership from Dan, and it was a pleasure to be managed by him."

Customer Experience Lead, Boundary Technologies

"Dan worked across the organisation, combining his impressive experience in customer service with management information to explore and implement new and improved ways of working, ensuring that the decisions we made were for the benefit of customers."

Senior Data Analyst

"I have worked with Dan over the years, and he is one of the most passionate people I have had the pleasure to work with. He prides himself in identifying customer and business challenges and opportunities, not only by using his interpersonal skills but also by analysis, he looks at sensible opportunities and then overcomes them."

Head of Business Intelligence, Kingston University

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