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 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 our four practices:
Featured Consulting Case Study
Building Customer Loyalty
We were honored when a large financial services and insurance provider invited us to partner with its leadership to design a five-year roadmap to achieve the customer experience of the future. Though already a leader in customer satisfaction and NPS, the company knew that in an increasingly competitive marketplace, it needed to innovate to stay ahead.
What's your #brand reach? @judithaquino looks at tactics to maximize posts | http://t.co/Vu4NiV5o2R #social
You've Achieved #CX Greatness. What's Next? http://t.co/LnUShf5dxX #custexp #cxjourney
(Really) Taking On Customer Experience http://t.co/AFUZ8qXYhF @forrester #custexp
Look @ our new #infographic, 5 Years of #CX Thought Leadership, in preparation for our #5yranniversary tomorrow! https://t.co/a4EGznyp7T
Exploring the Latest in #Frontline Empowerment http://t.co/WGXMQY86HI @1to1Media
How does your #brand translate into #customer #promises? #Discuss w/ us during the #TemkinGroupChat, 4/28 @3PM! https://t.co/zRwnQV4o6g
Get ready to #celebrate with us tomorrow with a #webinar, #charity, and the #TemkinGroupChat for our #5yranniversary https://t.co/5b8v0kflvG
The 8 Characteristics Of 3D Entrepreneurial Leaders! http://t.co/32I6ZzMvki
How a Relentless Focus on User Experience Fuels Facebook's Success http://t.co/XW6R0q7CAo