Our passion is helping our clients and their customers. We really dig in – getting to know and living our client’s vision and then doing what is right for them over what seemed right for us or our consultancies. We begin by studying your company – inside and out. We’ll talk to your customers, your employees, take a look at your business plan, your mission statement, your mantra and we’ll find out where you stand. What’s working. What’s not. Together, we’ll put together a plan. We’ll help you put that plan to work. Then, we’ll study your company – inside and out. We’ll talk to your customers, your employees, take a look at your business plan, your mission statement, your mantra and we’ll find out that your company is doing much better.
First, we listen.
We listen to you and your customers. Through this process we all learn. A lot. Then we’re able to take the “ooohs”, the “ahhhs”, the “unhuhs” and the “oh nos” and turn them into “awesomes” and “way to gos”. During this assessment we:
high-value feedback directly from consumers, offering unique insights
“Pain Points” and “Moments of Truth” from your customers’ perspective
customer feedback and Voice of Customer data to drive breadth, depth and duration of relationship
new opportunities and future customer experiences that lead to a deep, emotional connection with your brand
new insights and visibility into customer issues to cross-functional stakeholders
Then, we put together a plan.
This ten-step process will help lead your strategy development. Within each step, we create customized activities for your company and outline the results you can expect along the way.
Analyze Your Brand Promise
Listen to the Voice of the Customer
Map the Customer Journey
Map the Experience Ecosystem
Inventory Customer Touchpoints
Capability Maturity Assessment
Envision The Future State
Identify the Portfolio of Projects
Create Roadmap and Execute
We put that plan to work.
Our senior-level consultants have a unique combination of operations and project-oriented experience that can help your company get results by integrating into your culture, connecting with your people, driving initiatives and delivering your business objectives. We have the experience, confidence and tenacity to make your initiatives succeed.
Just because the project’s complete doesn’t mean we stop working.
Nor does it mean we charge you more. In short: We’re flexible. Unlike other consulting firms you’ll never hear us say, “that’s out of scope.” If something needs to be addressed or if you have additional needs, we take care of them.