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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Speed-customer-experienceYour Engagement: Great Experiences and Results, Fast

Three common starting points
While every organization is different, we have found common needs that enable us to structure typical engagements – especially as a starting point. Here are three typical starting engagements (often combined as one engagement):

  • Conduct a Customer-Centricity Audit
  • Develop a Comprehensive CEM Plan
  • Define a Compelling Experience Strategy

Customer-Centricity Audit
Assess the current state and educate
Our Customer-Centricity Audit involves one day to review background information and data, and two days onsite. The Audit purpose is two-fold: Find a couple of areas to immediately address, and provide the intelligence needed to develop a productive and comprehensive Customer Experience Management Plan (CEM Plan).

While onsite for two days, we will examine five areas foundational to building a successful CEM Plan.
1. Customer journey. Assess how the organization is performing at key experiences and touchpoints along the Customer Relationship Journey. A focus is uncovering customer problems and immediate financial opportunities. Several of these will be addressed while developing the CEM Plan to achieve early and significant wins. The remaining problems/opportunities will be prioritized as part of the Plan.

2. Competencies. Assess the status of the Three Customer-Centricity Competencies – Identity, Intelligence and Consistency – across 38 criteria.

3. Strategy. Assess whether the organization has defined each of the four components of a compelling Experience Strategy:
o Purpose (why)
o Objective (what)
o Position (where)
o Live (how)

4. Organization. Assess needs across five organizational success factors
o Independence
o Support o Resources
o Expertise
o Political Acumen.

5. Four critical implementation questions (the four S’s).
o Scope
o Scale
o Sequence
o Success

Results, education and benefits
Results are presented at the end of day-two along with an overview of Customer Experience Management and the benefits that can be expected.

Note: The Audit can be a stand-alone engagement or can be combined as one engagement with Develop a Comprehensive CEM Plan.

Develop a Comprehensive CEM Plan
A fast start to your map and destination
Having a comprehensive and relevant Plan is critical to CEM success. The Experience Strategy is typically included as a component to be developed. Where the Plan is the map for the period covered, the Experience Strategy is the destination.

Why wait?
We advocate tackling improving touchpoint opportunities surfaced during the Audit while building the Plan – why wait? And why wait for the Experience Strategy before developing the Plan? There are pieces to build no matter the Strategy and developing the Strategy is a key part of the Plan. Once the Experience Strategy is developed, the Plan can be revisited.

Develop a Compelling Experience Strategy
Identify your destination
We take you through a structured process to help you answer why, what, where and how – the destination of your Plan. The process engages, empowers and energizes the organization.

The result is an Experience Strategy that is compelling, relevant and believed by the organization, top to bottom. This organizational buy-in improves implementation success and results.

Customization geared to your needs
Of course these aren’t our only type or scope of engagements – just typical starting points. Give us a call and let’s discuss your situation and how we can help you solve your customer experience challenges, differentiate, and enjoy the significant benefits of a defendable competitive advantage.

From current state to desired state
We want to help you understand your current state (Assess), define your desired state (Strategy) and the roadmap to get from your current to desired state (Plan). We are available to answer your questions and provide examples of deliverables. Contact us today:
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