We prescribe the right approach to maximize CX ROI

What are the issues and opportunities, points of pain, and what do you AND your customers want your business model to be? We listen, diagnose, and then apply the right approach to deliver solutions that grows customer and employee engagement, oh and yes...PROFITS!

CX: Net Promoter Score

The Net Promoter Score, or NPS®, is based on a simle concept - every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — How likely is it that you would recommend [your company] to a friend ? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes. NPS® is one of the 8 types of experience measure we can help you implement, train, and coach to.

ALL: Service Profit Chain

The service-profit chain is an enterprise model which links profitability, customer loyalty, and employee engagement to sales and service delivery. The links are: Growth is an outcome of customer loyalty. Loyalty is a result of customer satisfaction. Satisfaction is influenced by the value of services provided. Value is created by engaged Employees. Employee engagement results from high-quality support services and policies that enable.

SD: SERVQUAL

SERVQUAL is used to measure and manage service quality by measuring customer expectations of service quality in five dimensions, and their perceptions of the service they receive. When customer expectations are greater than their perceptions of received delivery, service quality is deemed low.

CX: Zaltman Metaphor Elicitation Technique (ZMET)

ZMET is elicits both conscious and especially unconscious thoughts by exploring prospects and customers non-literal or metaphoric expressions. Its an approach we use when we want to understand what customer are experiencing. Most of what influences what we say and do occurs below the level of awareness and ZMET helps get at hidden emotions about what people don't know they know."

ALL: Business Model Canvas

The Business Model Canvas is a strategic management and lean start up template for developing new, or documenting existing, business models. It includes the value proposition, infrastructure, customers, and finances. It assists firms in aligning their activities by illustrating potential trade-offs. The framework is especially useful in documenting stakeholder requirements and testing priorities vs. total enterprise needs.

SE/SD: Top Line Growth Six Sigma

"Top Line Growth" six sigma integrates brand, marketing, sales practices, and service delivery into a "Design for Six Sigma" approach to adapt core business processes to better meet customer and employee requirements. It has been road tested in everything from the Bank of America/FleetBoston merger, to the "go-to-market" changes for AT&T small business, to enabling Small-to-Medium Enterprises to segment and deliver growth.