Delivering a consistently preferable customer experience requires much more than intention!

In fact, providing great service is no longer a competitive advantage. It’s merely table stakes. Your customer experience initiatives needs an omni-channel approach to giving your customer and clients what they want—when and how they want it!

Our team offers a power suite of cx consulting and structured services to help your organization better understand and serve your customers’ changing wants, needs and expectations—today and tomorrow!

Facilitated Strategic Sessions — Bringing together your key leadership for in-depth conversation is an important first step. As they say: “Prescription without diagnosis is malpractice.” We believe that often the answers are in the room. What is required are the right questions from a dynamic facilitator sparking profound conversation, deft management of the room, agreed-upon guard rails and clear expectations of session outcomes. From half, and full-day sessions, to multiday working retreats, the right people engaged in hard discussion can be a powerful first step in formulating short and long term strategies.

Workshops — Bringing together second and third-tier team members for problem solving sessions is a powerful way to gain additional insight from your boots-on-the-ground. From uncovering overlooked vulnerabilities, to tapping into additional creative solutions, the benefits of strategic engagement is not the sole purview of you leadership teams.

Assessments — There a variety of market-proven tools available to gauge the effectiveness of your current data collection and voice-of-the-customer (VoA) initiatives. Are you collecting the right information and what are you missing? For those without formal customer feedback programs, we can help you better understand the gaps in your current approach and offer expert advice on available tools.

Rollout and Implementation of New, or Enhanced Programs/Systems — Introduction, employee buy-in, implementation and adoption are keys to any internal service/process enhancement and Voice-of-the-Customer initiatives. From selection, integration, training and more, The Customer Experience Advantage™ team can guide you through the process, minimizing disruption and ensuring a smooth transition and roll out.

Data Collection and Analysis — The decisions you make are often only as good as the data you collect. But data sitting on a shelf is of little use to anyone. We share best practices for deciphering your feedback to identify behavioral trends, process gaps and ferret-out key learnings that allow for service enhancement. CX data collection and analysis can provide your business with the necessary insights to create exceptional customer experiences.

Coming Soon! Ridiculously Easy Certification Program — Our aspirational and very achievable “Roadmap to Ridiculously Easy” enhancement and evaluation protocol will help you identify and enhance your current customer engagement process and outward delivery. The result is a “brag-able” inward process improvement driving external delivery enhancement, resulting in a public-facing CX Seal-of-Approval!