Growth

We help leaders realize meaningful growth transformations so that companies can deliver substantial value today and tomorrow. 

We help you achieve sustainable, organic growth by putting your customers at the center of your company’s strategy. Our approach tests every element of your customers’ experience, delivering optimal interactions at every touchpoint. 

From our breakthrough research on customer loyalty to our proven approach to customer episode redesign, we offer the insights to help you realize the full sales and marketing potential. 

That includes our Net Promoter Score(NPS), the gold standard in frameworks for measuring customer loyalty and maximizing its power for your bottom line. 

We don’t just help your organization develop a rock-solid strategy; our team will help you execute on every ambition, providing the tools, diagnostics and benchmarks necessary to transform how you serve your customers and earn their lasting devotion. 

What we do

PwU helps clients maximize revenue and margin at every step along the consumer decision journey, from acquisition to upsell/cross-sell to loyalty and retention to debt management. We work with clients to analyze the behaviors and needs that characterize their most valuable customers, determine the right objectives (e.g., acquisition versus retention), and identify the best ways of reaching them (e.g., direct marketing and channel strategy). In practice, our work focuses on four primary activities:

• Driving customer lifetime value through deep analytics. We help clients quickly integrate massive amounts of disparate and new sources of data, providing a 360-degree view of customers. We also offer new long-term solutions to deliver sustainable impact through analytic support from our data scientists.

• Optimizing loyalty programs. Our team helps clients build integrated, cross-functional programs through an in-depth understanding of affinity and traction in relation to new and existing customers. We also help clients create and monetize loyalty programs and loyalty program data. Lastly, we help clients fine tune the program features to maximize returns going forward.

• Implementing front-line transformational change. Based on the insights generated by customer data, we also work with clients to develop transformation programs that help those on the front lines change their behaviors. This stage is often where companies struggle because they strive for a level of analytic sophistication that is hard for the organization to absorb and act upon. We help strike the right balance between sophisticated data analysis and the practical front-line change.

• Improving the customer experience. Optimizing the "customer experience (CX) can create real and quantifiable value for companies—but only with a compelling and cost effective CX strategy linked to the broader strategy of the business. PwU helps clients think through the full set of points at which they interact with customers—from price to product to customer service—and determine the right level of CX to provide, based on a combination of customer expectations and the relative value of each customer segment. Good CX requires robust processes and technology, to be sure, but the most important factor is often culture—and that’s where we focus many of our efforts.