Services

What you'll get:

Comprehensive Experience Assessment:

• Conduct 1-day customer journey workshop with key stakeholders across your organization to create a journey map. 

• Review any current customer feedback data (i.e., NPS surveys, Csat, etc.) or team data (i.e. support ticket closure rates, product enhancements, frequency of customer meetings, etc.) in the context of the journey map to quantify experiential delivery and risks.

• Conduct three customer interviews to dive deeper on friction points learned from mapping exercise.

• Perform follow up team interviews based on data, mapping, and customer interviews.

• Analysis of current customer journey, identifying immediate and longer-term improvement opportunities.

  • This will include a list of suggested improvements which we will prioritize and assign ownership.

Time Frame: 4-6 weeks

Coach company/team on success best practices:

1. Customer Experience Assessment

   • See detailed description above

2. Participation in Customer Experience team meetings 

   • Listen and provide feedback on progress towards goals and priorities

   • Suggest adaptations to the strategies as needed

3. Participation in leadership meetings

   • Weekly participation in meetings with leadership 

Time Frame: 3-month minimum

Outsource your Customer Experience team leadership by trusting us to:

1. Customer Experience Assessment

   • See detailed description above

2. Ownership of Experience Projects

   • We will take ownership of projects related to improving the customer experience identified in the journey map

   • This will include meetings and reporting

3. Reporting on team and customer outcomes

   • We will establish KPIs that measure internal and external success at improving the customer experience

   • We will track progress towards these goals

4. Team Leadership and Continuous Advising

   • Act as team leader and conduct 1:1s to coach each team member towards KPIs and personal growth plans

   • Participate in leadership meetings representing the Customer Experience team(s)

Time Frame: 3-month minimum