What We Do

Delivering a service consistently and improving the design of that service over time in line with ever-shifting customer requirements is a full-time job.  When working with client teams to enable ongoing, incremental service innovation, we focus on the following elements:

• • Shifting mindsets: Tackling entrenched market issues via behavioural psychology or nudge theories, so that internal thinking and external customer behaviours shift.

• • Improving pivotal points in the customer journey – focused effort to fix key problem areas or enhance the highpoints, because the basics done brilliantly buys more customer allegiance than a dozen costly reward schemes.

• • Building a creative and purposeful culture through interactive problem-solving that acts as organisational training.  Channelling workforce creativity and passion over time, so that everyone is making progress towards a common purpose.

The way we see it, each place on the map exists as a bundle of public and private sector services that are made available to residents and visitors.

This ‘city as a service’ model is as old as the hills but has evolved in recent times to be more aware of itself and to become a more positively engaged space where communities have an active part in shaping how that service evolves.  Prosperity comes in many forms.  Loving the place you live, is a form of wealth we can all share.

We’re interested in building a groundswell (see what we did there) of ideas, energy and forward motion for people and businesses in their local community.  We need to build a real incentive for citizens to continue to engage in building places they are proud of, where they really feel they belong.

If we can help to bring together people passionately involved in making their hometowns better, then they win, the place wins and each community grows stronger.