Core Customer Experience Problem:

Inconsistent and/or negative customer touchpoints inhibit the ability to get and keep desired customers and employees, negatively impacting financial metrics.

We solve this problem.

Typical Initial Engagements:

For information on the type of engagements clients typically start with, click here.



Get & Keep More Customers, Touchpoint by Touchpoint, foreword by renowned thought-leaders Peppers & Rogers. This “how to” book is set to revolutionize how organizations approach and benefit from Customer Experience Management. Click the cover for more information in a new window.

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Each interaction – communication, physical, human and sensory – with and within your organization. Source: Hank Brigman, President and the first to define touchpoint on Wikipedia
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A Problem to Solve and Two Missing Pieces to Build

Solve a specific problem or change the culture
Your organization is seeking to solve a specific customer experience problem – typically emblematic of deeper issues – and/or needs a strategic direction that will better position/differentiate it in your competitive marketplace.

A core problem robbing your business  assess2
Whether it is the desire to solve a specific problem or take a new strategic or cultural direction, there is a core customer experience problem at play:

Inconsistent and/or negative touchpoints inhibit the ability to get and keep desired customers and employees, negatively impacting financial metrics.

And there are ways in which your organization probably perpetuates the core problem, including departmental/silo mentality and organization. See the Problem-Desired State Grid to see if  we have accurately captured your problem along with your desired state.

Is “commoditization” being whispered in your company?
The need to address the core problem can become evident in many ways. Perhaps your market is maturing, or the dreaded word “commoditized” is starting to creep into your organization, or a competitor is being recognized for being more customer-centric, or your customers are complaining more than usual, or your market share and/or margins are shrinking, or you are having trouble keeping good staff, or it may be that you just need a differentiator to better compete.

Missing two pieces - strategy & structure
Chances are you are missing two critical components to addressing the problem and generating greater success – an Experience Strategy and a Touchpoint Structure. Customer-centric organizations have a guiding strategy along with a structure for identifying, evaluating, designing, implementing and measuring Touchpoints. This is the critical structure that most organizations are missing.

You need sustainable improvements, and need them to start immediately
Whatever your macro trend, you require a direction that will engage employees and build sustainable competencies that help you get and keep more desired customers (and employees) for the long-term – and the sooner the better.

Yes, you want and need immediate improvements that last. And that is where we can help. Contact us today.


Problem-Desired State | Your Engagement

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