Consulting Services

We know who’s important to your business:

  • Prospects
  • Prospects

  • Convert prospects into customers with crisp, compelling sales experiences.

  • Prospects
  • Customers

  • Turn customers into loyal brand advocates who champion your company to others.

  • Prospects
  • Employees

  • Create a workplace that engages and inspires your staff to deliver a great customer experience.

  • Prospects
  • Candidates

  • Shape an employer brand and recruiting experience that draws the best talent to your company.

Our job is to help you impress them.   Here’s how we do it:

Customer Insight

Customer insight

What delights your customers? What frustrates them? What unmet needs do they have? What makes them leave for a competitor? We uncover game-changing customer insights that will drive your business forward.

Case Study: “Turning Insight Into Action.” Download PDF

Services

  • Qualitative research
  • Ethnographic studies
  • In-depth customer interviews
  • Survey design and analysis
Brand development

Brand development

Your brand is your True North – the foundation on which you build your customer experience. What does your company really stand for, and what distinguishes it from competitors? We tease this information out to sharpen your brand and highlight what’s truly distinctive about your offering.

Services

  • Brand definition
  • Value proposition development
  • Sales pitch tuning
Experience engineering

Experience engineering

Great customer experiences aren’t accidental. They’re deliberate, reflecting the careful choreography of every customer touchpoint. Using our “3-D” approach, we Dissect your current experience, Diagnose its strengths and weaknesses, and then help you Differentiate it in the marketplace.

Case Study: “A Customer Experience Roadmap.” Download PDF

Services

  • Customer experience audits
  • Touchpoint mapping
  • Mystery shopping
  • Experience design
  • Operations improvement
  • Technology tool design
Simplification

Simplification

The human mind prefers things that are easy to think about, rather than hard. Academics call it “cognitive fluency.” We call it “smart business.” We’re experts at making the complex simple, so customers tune you in and everybody else out. From sales pitches to written communications to business processes, if you can build it – we can simplify it.

Services

  • Communications simplification
  • Business process streamlining
  • Information architecture
Communications Development

Communications development

Easy reading is hard writing. We help you cut through the communications clutter by crafting messaging that’s clear, crisp and compelling. That means more sales conversions, less confused customers, and better informed employees.

Case Study: “Something To Write Home About.” Download PDF

Services

  • Correspondence improvement
  • Content simplification
  • Presentation enhancement
Workplace improvement

Workplace improvement

Happy, satisfied employees help create happy, satisfied customers. You can’t talk about improving your customer experience without also considering your employee experience. The two are inextricably linked.

Services

  • Employee experience audits
  • Feedback solicitation
  • Infrastructure assessments
  • Workplace tools enhancement
Performance measurement

Performance measurement

How and what you measure can have an enormous influence on employees and their interactions with customers. We help you avoid common mistakes, so your metrics support your business objectives rather than undermine them.

Services

  • Metrics and dashboard design
  • Listening post setup
  • Quality assurance programs
  • Reward/recognition programs
Education

Education

We can deliver an “Aha! moment” to your organization, opening your staff’s eyes to the principles and power of customer experience management.

Case Study: “Creating a Customer-Centric Culture.” Download PDF

Services

  • Keynote speeches
  • Half and full-day workshops
  • Executive education
  • Webinars