Customer insight
To create a great customer experience, you need a keen understanding of your customers.

What delights your customers? What frustrates them? What unmet needs do they have? What makes them leave for a competitor? We uncover game-changing customer insights that will drive your business forward.

Brand development
Pinpoint what’s truly distinctive about your brand, your products and your services.

Your brand is your True North – the foundation on which you build your customer experience. What does your company really stand for, and what distinguishes it from competitors? We tease this information out to sharpen your brand and highlight what truly distinguishes your business in the marketplace.

Experience engineering
Great customer experiences don’t happen by accident. They are very deliberately and intentionally designed.

We’ll help you evaluate and enhance your customer experience using our proven “3-D” approach: Dissecting your current end-to-end customer experience, Diagnosing its strengths/weaknesses, and then Differentiating it with a detailed roadmap for improvement.

Simplification
In a world rife with complexity, simple and elegant customer experiences stand out from the crowd.

The human mind prefers things that are easy to think about, rather than hard. Academics call it “cognitive fluency.” We call it “smart business.” We’re experts at making the complex simple, so customers tune you in and everybody else out. From sales pitches to written communications to business processes, if you can build it – we can simplify it.

Communications development
An excellent customer experience needs the “write” stuff – written communications that are intuitive and impressive.

Easy reading is hard writing. We help you cut through the communications clutter by crafting messaging that’s clear, crisp and compelling. That means more sales conversions, less confused customers, and better-informed employees.

Employee experience
In customer experience, what happens “backstage” is as important as what happens “onstage.”

Happy, satisfied employees help create happy, satisfied customers. You can’t talk about improving your customer experience without also considering your employee experience. Your staff must be engaged, inspired and equipped to deliver the customer experience you desire – and that requires thoughtful design of the work environment in which they operate.

Education
Align your organization around the customer experience imperative by educating people in the tools and techniques used by beloved companies.

From keynote speeches to hands-on workshops to customized programs, our educational programs energize executives and employees alike, and equip your team with the knowledge needed to create truly exceptional customer experiences.