Companies that deliver an exceptional customer experience generate returns three times higher on average than the S&P 500 Index.* So why is it that 86 percent of customers in a recent study reported that they quit doing business with a company because of a bad customer experience? The answer is…it isn’t easy. Delivering an exceptional customer experience across every channel, every day, every time requires an integrated approach to managing customer relationships that cuts across data silos, organizational boundaries and strategies. When companies are faced with quarterly pressures and misaligned priorities, it is hard to stay focused on the customer.
We’ve built our customer experience consulting portfolio to help our clients create the business case for customer focus and then design the organization to deliver on the promise. Our proprietary approach is based on customer strategy leaders, Peppers & Rogers Group and their best selling books, thought leadership and methodology. Our experts have worked across the globe and across industries. We have designed hundreds of strategies, redefined countless processes, analyzed millions of data records and delivered significant financial impact for clients.
We deliver our consulting services
across four practices:
Customer experience consulting
A Customer-Centric History... and Future
Our client was looking to continue its tradition of being an industry leader in satisfaction, loyalty, and Net Promoter Score. We helped implement a new organizational structure and self-help.
- New organizational structure aligned with customer-centric culture
- IVR, self-help amd multichannel support lowered cost to serve
- Segmentation and predictive data models improved marketing outcomes
Less Growing Pains, More Gains
Our client had just had a 100 percent increase in business due to it’s North American New Life business and was looking to improve their current process. We implemented a new roadmap and set up workshops.
- New policy response time 40% faster
- Cost to serve 33% lower
- $1.7 million value of increased underwriting capacity
A Creative Solution for Forbes.com
Forbes asked for our help in finding ways to eliminate waste and improve accuracy in Advertising Operations. We helped create a better integrated team, which improved the quality and speed of their new advertising.
- 62% reduction in process steps
- New electronic ordering format eliminates errors
- Better alignment around the needs of customers increase loyalty