VOICE OF CUSTOMER
I help organizations grow through a variety of CX strategic, analytic, and executional services.
Customer Strategy - By truly understanding your brand, customer promise, goals, and employee culture, you gain long-term positive impact for your CX efforts, instead of "flavor of the month" diminishing returns.
Customer Roadmap - We help you develop a CX plan, creating signposts and kpi's to demonstrate value consistently and over time.
Customer-Focused Culture - You can't just dictate that employees be more customer focused. By creating a vision and empowering employees, you can create an engine, one that powers CX improvement every day, creates fulfillment, and lowers turnover.
Customer Research/Voice of Customer - There is no one right way to understand your customers' perspectives on your brand, their needs and desires, etc. By exploiting the latest in small-scale, ethnographic and qualitative behavioral research and VOC measurement, we can help you make the adjustments that increase retention and cross-sales.
Customer Journey Mapping - Through some efficient targeted sessions, we can drill down to key moments of truth, identify key pain points for your customers, and create a better experience that eliminates obstacles and provides more value.
Process Redesign - Design thinking, agile design, LEAN...by reevaluating how internal processes impact customer experience, we can exploit the best methods to redesign processes for both efficiency and CX.
User Experience - Are you taking full advantage of your digital channels? You have an opportunity to use technology to create fuller, more personal experiences for your customers, at the same time saving money. We can help you design CX across your website, social media and text to deliver your brand promise.
Customer-Focused Engagement Sessions - Lead your employees to better ways to think about and provide service to customers. Of course there are processes to follow, but more importantly allow your employees to understand the philosophy and customer promise so that they can use their own ideas to "wow" your customers.
Customer Communications - Your brand and customer perception is created through every exposure and interaction - both intentional and unintentional. That's why every communications, from bills and invoice statements to emails to content on your site, must be consistent, personal and empathetic. We can help you review and improve your communications.
Speaking - In an interactive way, I've delivered talks for large groups of employees on the importance of customer focus, as well as keynotes for industry groups.