Sometimes, the process sounds sensible enough, but when you stop and think about whether it’s Value or Failure Demand can change your whole perception. Take this example for instance:

A Wine Club sends out letters to customers when they try to take the regular payment for a shipment of wine but the payment fails. The company thinks it is Value Demand because the upshot of that letter is that they collect payment – something which is obviously of value to them.

But Why did the payment fail in the first place? If it’s an expired card, the company could send an automated communication advising that the stored card details are about to expire – and potentially even put your account on hold until updated payment details are received.

In this case, isn’t the letter to the customer a result of a failure that could have been avoided?

We can help you uncover the Failure Demand that’s potentially going unnoticed in your organisation. Critically, we can help you understand why the failure exists and design a solution that improves the process – always keeping the customer at the heart of everything we do.