Delight Customers - Create Loyalty
Organizations that consistently attract and retain their target customers grow faster, earn more, and attract top talent. There are three essentials to creating and sustaining customer-centric growth: Design, Delivery, and Culture...
CUSTOMER-CENTRIC DESIGN
If your organization does not have strong product and experience design capabilities that are rapidly producing innovative new customer offerings, chances are someone else does and is working to disrupt you. We offer several ways to quickly build design thinking capabilities and learn how to innovate at scale. Here are a few examples:
Design Thinking Primer Workshop
Design Innovation Tools & Principles
Design & Lean Innovation Full Deployment
Lean Innovation Lab Establishment
End-to-End Experience Design
CUSTOMER-CENTRIC DELIVERY
While a great customer-centric design is essential, you and your customers cannot reap the benefits without consistent delivery. Organizations often find it challenging to build seamless end-to-end customer experiences given the challenges of cross-functional collaboration, management, and deployment. We offer several customized solutions tailored to your unique situation:
Comprehensive Customer Experience (CX) Assessment
Customer Loyalty Driver Identification
NetPromoter® System Design
Creating Reliable Customer Metrics
Building & Optimizing a Voice of the Customer Listening System
Establishing CX Ownership & Governance Structures
Robust Process Management & Improvement Capabilities
Closed Loop Customer Feedback Systems
CX Program Full Deployment
CUSTOMER-CENTRIC CULTURE
What sets the best customer-centric companies apart? Despite having very strong design and delivery capabilities, these organizations have built a sustaining fly-wheel effect by intentionally cultivating a customer-centric culture. This "secret-sauce" is what differentiates loyalty-leading companies and is nearly impossible for competitors to replicate. These elements can help you develop your cultural superpower...
Customer-Centric Culture Assessment
Define & Refine Purpose & Values
Articulating Leader & Employee Behaviors
Storytelling & Communication
Employee Listening Systems
Rituals & Recognition
Talent Selection, Development & Rewards
Partner Selection & Management