·Prospects:Convert prospects into clients with crisp, compelling sales experiences.
·Consumers:Turn consumers into loyal brand advocates who champion your company to others.
·Candidates:Shape an employer brand and recruiting experience that draws the best talent to your company.
·Employees:Create a workplace that engages, inspires and enables your staff to deliver a great customer experience.
And here’s how we help you impress them:
Customer Insight
What delights your customers?What frustrates them?What unmet needs do they have?What makes them defect to a competitor?We’ll help you uncover game-changing customer insights that will drive your business forward.
Services
·Qualitative research
·Ethnographic studies
·In-depth customer interviews
·Survey design and analysis
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 crystallize your brand and highlight what’s truly distinctive about your offering.
Services
·Brand definition
·Value proposition development
·Sales pitch tuning
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.
Services
·Customer experience audits
·Touchpoint mapping
·Mystery shopping
·Experience design
·Operations improvement
·Technology tool design
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
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.
Services
·Correspondence improvement
·Content simplification
·Presentation enhancement
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
How and what you measure can have an enormous influence on employee behavior and, consequently, your customer experience.We can help you avoid common mistakes in performance measurement, 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
We can deliver an “Aha! moment” to your organization, opening your staff’s eyes to the principles and power of customer experience management.
