Discover genuine needs, deliver best products & Services

Do you know what your customer needs? Can you figure out how to deliver these needs consistently and at the lowest possible cost?

BRC Learning has partnered with Internal Consulting Group (ICG) to create Retail Customer Needs Experience (RCx) - a 3-part, practical framework and guidance, adaptable to your company's wider customer strategy. Made specifically for retail, the framework is based upon a proven methodology across 15 years, and allows retailers to discover their customers’ needs much quicker than using traditional methods, act on them, and learn how to go beyond the basics to ensure customer retention.

It empowers leaders to embed customers' experience capability within the organisation, ensuring that every person clearly understands their customer needs and how to best meet them. ICG has proved the framework to increase revenue, reduce costs, create happier staff and customers, in retail and in several other sectors.

RCx has three distinct components:

Discover component provides the key business insights based on customer research (NPS, Customers' Needs Assessment Surveys (CNA), Face-to-face interviews) and meticulous analysis. This could be a one-off exercise, or a part of a continuous listening programme delivered in cooperation with ICG.

Best for: The Board, Senior Leadership, CMOs, Heads of Product, Heads of People, Chief Marketing Officer, Insights Leaders, Customer Service Leaders.


Act
component helps you to act on findings revealed in the discovery stage. It is delivered and implemented by ICG working with your strategic leadership, provides actionable steps for business improvement, including assessing existing and undiscovered customers' needs to inform new products & services development, operational efficiencies and customer strategies. 

Best for: The Board, Senior Leadership, CMOs, Heads of Product, Heads of People, Chief Marketing Officer, Insights Leaders, Customer Service Leaders.

Learn is a self paced eLearning suite which allows people to learn at their own pace whilst meeting the needs of your business. It engages all key stakeholders and audiences with interesting communications and education programmes, live case studies and practical examples. The course duration is 6 hours split across 4 sections.

Suitable for anyone whose job impacts the customer directly, or indirectly.

RCX is a time-efficient and effective way of improving your customer strategy. Using a combination of existing and new data, it can be deployed in weeks, rather than months, delivering instant business insights that enable great customer experiences, operational improvements, new products and services and a reimagining of your customer strategy.

Happy Clients who have used the framework

Implementation & pricing

We recommend considering all three components for the optimal benefit and the best results, however you can purchase and deploy them in the following combinations:

  1. Discover component on its own 
  2. Discover and Act package (recommended)
  3. Learn component on its own

Please contact us directly for prices and if you would like to receive more information.

Discover genuine needs, deliver best products & Services

Do you know what your customer needs? Can you figure out how to deliver these needs consistently and at the lowest possible cost?

BRC Learning has partnered with Internal Consulting Group (ICG) to create Retail Customer Needs Experience (RCx) - a 3-part, practical framework and guidance, adaptable to your company's wider customer strategy. Made specifically for retail, the framework is based upon a proven methodology across 15 years, and allows retailers to discover their customers’ needs much quicker than using traditional methods, act on them, and learn how to go beyond the basics to ensure customer retention.

It empowers leaders to embed customers' experience capability within the organisation, ensuring that every person clearly understands their customer needs and how to best meet them. ICG has proved the framework to increase revenue, reduce costs, create happier staff and customers, in retail and in several other sectors.

RCx has three distinct components:

Discover component provides the key business insights based on customer research (NPS, Customers' Needs Assessment Surveys (CNA), Face-to-face interviews) and meticulous analysis. This could be a one-off exercise, or a part of a continuous listening programme delivered in cooperation with ICG.

Best for: The Board, Senior Leadership, CMOs, Heads of Product, Heads of People, Chief Marketing Officer, Insights Leaders, Customer Service Leaders.


Act
component helps you to act on findings revealed in the discovery stage. It is delivered and implemented by ICG working with your strategic leadership, provides actionable steps for business improvement, including assessing existing and undiscovered customers' needs to inform new products & services development, operational efficiencies and customer strategies. 

Best for: The Board, Senior Leadership, CMOs, Heads of Product, Heads of People, Chief Marketing Officer, Insights Leaders, Customer Service Leaders.

Learn is a self paced eLearning suite which allows people to learn at their own pace whilst meeting the needs of your business. It engages all key stakeholders and audiences with interesting communications and education programmes, live case studies and practical examples. The course duration is 6 hours split across 4 sections.

Suitable for anyone whose job impacts the customer directly, or indirectly.

RCx is a time-efficient and effective way of improving your customer strategy. Using a combination of existing and new data, it can be deployed in weeks, rather than months, delivering instant business insights that enable great customer experiences, operational improvements, new products and services and a reimagining of your customer strategy.

Happy Clients who have used the framework

Implementation & pricing

We recommend considering all three components for the optimal benefit and the best results, however you can purchase and deploy them in the following combinations:

  1. Discover component on its own 
  2. Discover and Act package (recommended)
  3. Learn component on its own

Please contact us directly for prices and if you would like to receive more information.