Methodology

Igniting the CX Revolution

Transform your company’s customer experience by revolutionizing how you interact at every touchpoint. The result? Loyal customers who feel valued and stay committed to your brand.

• Day in the Life of a Customer: Understand your customers’ journey from their perspective. This will lead to uncovering hidden pain points and creating moments that delight your customers at every stage.
• Customer Experience Action Statement: Craft a clear, actionable statement that serves as a company-wide commitment to delivering exceptional experiences. This will align your team with a shared vision and approach.
• Three Pillars: Establish the foundation of your customer experience strategy. These pillars will demonstrate how you will demonstrate your CX Action Statement.
• Never & Always: Define your non-negotiable service standards. This leads to eliminating service defects, ensuring your customers know what to expect every time, and building trust with consistent delivery.

Creating Your Signature Customer Experience

Develop a unique and memorable experience that differentiates your brand. This will turn customers into loyal advocates who rave about their experiences.

At Each Stage of Your Customer Journey Map, We Determine:

• Service Defects to Avoid: Eliminate common pitfalls that frustrate customers.
• Non-Negotiable Standards: Guarantee that essential actions happen every time to build reliability and trust.
• Above & Beyond Opportunities: Create moments that wow your customers and exceed their expectations.

Zero Risk

Identify and eliminate the biggest risk factors in your service.

• Negative Cues: Spot and remove cues that create negative perceptions of your brand.
• Service Defects: Fix the most common places where your company drops the ball.
• Recovery Systems: Develop recovery processes to handle inevitable service breakdowns, ensuring your customers leave satisfied even when things go wrong.
• Consistent Complaints Handling: Equip your team with the tools to manage difficult customer interactions smoothly and confidently.

Creating an Above & Beyond Culture

Empower your team to exceed customer expectations, resulting in memorable, shareable experiences.

• Employee Autonomy: Give employees the freedom to act when opportunities arise.
• Recognizing Opportunities: Train your team to spot and act on chances to go the extra mile.
• Inspiring Creativity: Create a culture where thinking outside the box is encouraged and celebrated.
• Storytelling & Recognition: Collect, document, and celebrate above-and-beyond stories that inspire the entire company.

Training & Implementation

Deliver consistent, world-class experiences through thorough employee training.

• Current Employee Training: Ensure all employees are equipped with the tools and knowledge to provide exceptional service.
• New Employee Onboarding: Establish a comprehensive customer experience foundation for all new hires.
• Certification & Testing: Certify all employees to ensure standards are consistently met.

Creating a Recruitment Experience

Find and attract top talent who are passionate about customer service, ensuring you build a team of rock stars.

• Narrowing the Talent Pool: Weed out unfit candidates early and focus on potential high performers.
• Attracting the Best: Make your company irresistible to the candidates you want to hire.
• Showing What You Stand For: Make it clear what your company values, and let those values speak for themselves in attracting the right people.
• Making Your Interview Process Ungameable: Build a hiring process that finds people who genuinely care about others, resulting in a team full of customer service champions.
• Hiring for Qualities That Matter: Look for empathy, kindness, and positivity to build a strong, customer-centric team.

Creating an Onboarding Experience

Make onboarding exciting and effective, setting the stage for long-term employee success.

• Engaging Onboarding: Create a memorable and energizing onboarding process, avoiding boring, bureaucratic sessions.
• New Employee Orientation: Instill pride and excitement in your new hires from day one.
• 90-Day Management: Ensure new hires feel supported and integrated into the team, reducing turnover.

Retaining Your Employees

Create a work environment where employees feel valued, resulting in long-term retention and company loyalty.

• Best Decision of Their Lives: Make employees feel like working for your company is their best professional choice.
• Growing Your Own Talent: Invest in your employees’ growth to eliminate the need for external talent wars.
• Encouraging Bragging: Cultivate an environment where employees naturally want to share their positive work experiences.
• Training the Whole Person:  Help your employees find fulfillment beyond work, leading to better job satisfaction and higher performance.
• Finding Their Ikigai: Support employees in aligning their work with their purpose, resulting in more motivated and engaged team members.

Break down silos and create cross-departmental collaboration

Create a unified culture that promotes teamwork, resulting in a seamless customer experience.

• Compassion & Empathy: Train employees to work with empathy for other departments, enhancing internal collaboration.
• Clarified Handoffs: Improve handoffs between teams, ensuring nothing falls through the cracks.
• Understanding Impact: Help employees see how their work affects others and who their real customers are.

Building & Developing Leaders

Cultivate strong, compassionate leaders who inspire their teams to achieve more.

• Avoiding Accidental Managers: Identify and train emerging leaders to prevent poor leadership from holding back your team.
• Human-First Leadership: Develop leaders who prioritize empathy, communication, and connection with their team.
• New Leadership Skills: Equip leaders with the skills needed to thrive in today’s workplace, including rapport-building and non-punitive leadership strategies.