Who we've worked with.

Sector

Microfinance Banking

Programme delivered

Building Lasting Goodwill Through Effective Customer Service Management

Cash Rite MFB

A full session on customer service management, built around the seven SERVICE principles and a working profile of the Cash Rite customer: their demographics, psychographic traits, behavioural data, goals and challenges.

What the session covered

• Customer profiling workshop specific to the Cash Rite customer
• The seven SERVICE principles applied to real service situations
• Lessons drawn from Amazon, Apple, Zappos, Chick-fil-A and Ritz-Carlton
• Building a culture of excellence as the foundation of market leadership

Sector

Retail & Quick Service

Programme delivered

Customer Experience and Market Advantage

Every Food Group

Cedar Bridge delivered the flagship customer experience programme to Every Food Group, the business behind EFG Mart and also known as Tantalizer, covering the full eight-touchpoint customer journey and the service champion's role in driving compliance through data.

What the session covered

• The CARE framework rolled out across customer-facing teams
• All eight touchpoints of the customer journey mapped end to end
• The ten service compliance metrics introduced as a working scorecard
• Market advantage framed around growth, productivity and service

Inside the room

Sector

Microfinance Banking

Programme delivered

Customer Experience and Market Advantage

New Dawn Microfinance Bank

Cedar Bridge worked with the New Dawn Microfinance Bank team on the customer journey, mapping how a customer experiences the bank from first enquiry through to long-term loyalty, and where that journey quietly loses people.

What the session covered

• All eight touchpoints of the customer journey mapped to the bank's operation
• The CARE framework applied to customer-facing teams
• Where the journey leaks identified, from first contact to post-transaction follow-up
• Retention and loyalty treated as a stage of the journey rather than an afterthought

Sector

Technology & Solutions

Programme delivered

Customer Experience and Market Advantage

Lumix Solutions

A customer journey engagement with the Lumix Solutions team, working through how clients actually experience the business end to end and turning each touchpoint into something the team can own.

What the session covered

• The eight-touchpoint customer journey mapped to a solutions business
• The CARE framework applied to client-facing teams
• Service standards defined for each stage of the journey
• Retention and loyalty framed as the outcome of the whole journey

Sector

Education

Programme delivered

Customer Experience and Market Advantage

Nichsand International Academy

Cedar Bridge worked with Nichsand International Academy on the customer journey, translating the eight touchpoints for an education setting where the experience belongs to parents and pupils alike.

What the session covered

• The eight-touchpoint customer journey mapped to an education setting
• The CARE framework applied to staff who deal with parents and pupils
• Where the experience breaks down identified, from first enquiry to enrolment and beyond
• Retention understood as the result of the whole journey, not the final term

Sector

Information Technology

Programme delivered

Customer Experience and Market Advantage

Hutytech ICT Resources

Cedar Bridge worked with the Hutytech ICT Resources team on the customer journey, mapping how a technology client actually experiences the business from first enquiry through to delivery and long-term retention.

What the session covered

• All eight touchpoints of the customer journey mapped to a technology service business
• The CARE framework applied to client-facing and project delivery teams
• Where the journey leaks identified, from first enquiry to post-delivery follow-up
• Retention and loyalty treated as a stage of the journey rather than an afterthought

Sector

Education & E-Learning

Programme delivered

Culture of Service Transformation

Santi Open Learning

Cedar Bridge worked with Santi Open Learning on embedding a culture of service rather than training it once, defining the standard for how learners are looked after and equipping the team to hold it.

What the session covered

• A service culture defined and owned by the Santi Open Learning team
• Service standards written for an open-learning operation, not a generic template
• Internal service champions equipped to carry the standard forward
• A measurement rhythm to keep the culture honest after the engagement