"In an ever-changing business world, I knew my company would benefit from an objective review-someone with experienced yet fresh eyes and innovative thinking. I found this in nordstar*, from their interest in the brief to meetings with key team members and the final presentation, nordstar* delivered beyond expectations. As a result, we now have a clear growth plan and the tools to sustain it year after year. Highly recommended!"
Brief:
The E-Factor team aimed to achieve several key objectives. Firstly, they sought to increase their membership by 50% within one year, with the ultimate goal of doubling their membership within three years. Next, they wanted to grow their membership base without expanding their team of employees with the intent of improving connections and engagement with their members. Lastly, the team sought to gain a comprehensive understanding of their offerings to enhance the value they provide.
Response & Delivery:
Working with the managing director, we agreed a bespoke engagement based on the requirements and desired outcome. E-Factor were keen to ensure that we engaged the team, and was thrilled by nordstar's commitment to teaching the methods we use to deliver the project. To teach the methods, we delivered two separate workshops focused on understanding the customer and the importance of having customer focused processes. The first session focused on conducting a survey of the membership with the output structured against a Net Promoter Score (NPS); the second session was held to review the output and begin to map out the plan for transforming the offering, taken forward by the E-Factor Team.
The Impact:
We worked with the team at E-Factor to map out a series of changes to try and measure the impact by surveying the membership. From our analysis, the team were avle to identify the lesser used facilities and decide whether to re-invigorate them or simply stop providing the service. Allied to this, they documented their processes in order to capture the best practice and ensure a consistent service, their NPS score increasing from 61 to 72 between November 2019 to May 2020.
