A customer-centric approach isn’t just about talking to customers, gathering data and incorporating that into your design. It goes a step further. If you’re truly customer-centric, you use customer insights strategically. You factor them into your decision-making. In the choices you make. In the direction you set.

And of course: it’s not just about customers. As well as customer value, your idea must also have value for your organisation. Customers aren’t the be-all and end-all, but they do have a place in that list. They must be involved in your strategic decision-making. In short: if you want to make an impact, an idea must be of value to your organisation, it must be of value to your customer, and it must be feasible.

If you want to make an impact, an idea must be of value to your organisation, it must be of value to your customer, and it must be feasible.

Need help?

Anne van der Veen — Lead CX Strategie & Organisatie

Send message via LinkedIn anne.vanderveen@valsplat.nl

How we help you prioritise with the customer in mind

Identifying viable opportunities that deliver value for customers and your organisation – that’s what it’s all about. And there are three ways we can go about this:

Prioritizing based on customer needs

Once we have conducted research, we know where customers' greatest pain points and needs lie. From there, we can provide insight into the customer value of specific opportunities.
Working with Jobs to be done

The Jobs to be done framework provides insights into customer needs. It clarifies which needs are 'unmet' or, conversely, 'overserved'. We see where you are lagging behind or ahead of the competition. This helps in making choices and addressing needs that have not yet been met.
Prioritizing together in a workshop

We review the most important opportunities. We compare them with user insights and your organization's goals. We determine the impact of an opportunity or problem. We assign scores and prioritize. And we conclude with a list of concrete action points that works for both your organization and the user.

Want to read more? We’ve written an article with useful tips on customer-focused prioritisation.

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What you can expect from us

Putting the customer first – that’s what our work has been all about for 25 years. So if you want to give your customer or user a more prominent place within your organisation, we’re well placed to help you get started. Here’s what you can expect from us:

Experienced researchers and strategists who’ll guide your team. We’ve been conducting research ever since we started Valsplat in 2000. It’s in our DNA. It’s the foundation of everything we do.
A strategic perspective. For us, the customer always comes first, but we also understand the business side of things. We bring customer insights and business objectives together.
Over the past 25 years, we’ve put the customer at the heart of our work for just about every major player in the Dutch market that takes digital seriously. You’ll reap the benefits of that accumulated knowledge.