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Services
Our proprietary approach, applied over one calendar year, can
take your organization from one in which customer service
delivery is a financial drain, to an organization for
whose customers price is secondary because the experience
is so rewarding.
| Cost of Service Analysis -
2 Weeks |
1. Identifying financial
cost of current customer service model
| • |
What is the actual financial cost of your current
service model? |
| • |
Which processes are creating financial sieves, and what immediate
actions would yield revenue recapture? |
|
| Codify Customer Experience,
Standards and Vision - 6 Weeks |
2. Defining and codifying
the optimum customer experience
| • |
What experiences do your customers value most now… and
will they value in 3 years? |
3. Developing a shared customer vision
| • |
Do all executives, staff, board, vendors, customers
and prospects understand your customer vision? |
4. Driving predictability through standards
| • |
Would 95% of customers – and staff -use the
same words to describe doing business with your organization? |
| • |
What are those words? |
|
| Develop Plans -
4 Months |
5. Achieving results
through successfully implemented business plans
| • |
Is your company structured
to service customers optimally? |
| • |
Do all leaders have results driven business
plans that feed into the customer service
vision? |
| • |
Are those plans being implemented successfully? |
|
| Implement For Results -
6 Months |
6. Being a Customer Experience
Organization™
| • |
Do customers rave about you and constantly provide
referrals? |
| • |
Is price secondary to your customers because the experience is
so rewarding? |
| • |
Are leaders and staff operating at their full potential? |
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Consulting Expertise
• Healthcare
• Financial Services
• Real Estate Development
• Golf Proshops
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