What do our Consulting Projects Look Like?

This week, I’ve been sitting in on Quarterly Business Reviews with our clients, and the customer impact results have been nothing short of stunning. Many of our clients are reporting all-time highs in:

· NPS Increases

· Percentage of Customer’s Experiences Exceeding Their Expectations

· New Appointments Scheduled

· Customer Conversion Rates

· Revenue per Client

How do we do it? What does one of our consulting projects entail?

Our firm doesn’t do CX in the strictest sense of the term. We work alongside our clients to craft what we call Behavior Standards of Excellence that remove ambiguity from how employees and leaders should behave to align with the service, experience, hospitality, and brand standards that companies aspire to deliver to their customers. This blends sociology, psychology, business practices, desired outcomes, market dynamics, brand promises, and our expertise in adult learning, global business, luxury, consumer desires, and transformational consulting methodology.

We build brand-aligned Service & Hospitality Behaviors and strategy into this phase as well. This work is very specific and detailed to make it easy to implement and measure.

Once that work is complete, launched, and in full deployment, we build out an Experience Model for the business (this could be for a division, a geography, or an entire enterprise). This model is again designed alongside our client and creates a multi-layered WOW infrastructure so customer experience WOW moments are embedded into every aspect of interactions - and layers in on top of the service and hospitality from phase one (the foundation).

We then craft and curate Signature experiences that align to the brand persona and are optimized for scale, efficiency, cost, and ease of delivery. We train employees to deliver these and leaders to support and sustain the work. This often includes integration with operations, marketing, HR, and other teams as we embed the work into the enterprise.

Next, we train client employees on how to deliver spontaneous WOWs that embed 11 specific criteria that define a memorable experience. Our firm has a specific model that not only scores the impact of a WOW moment but also segments WOW moments into five critical categories that all companies should be delivering. We design and curate all five WOW layers - again with customer impact, ROI, ease of delivery, and other factors.

If you have read this far, you can probably imagine how different an experience for a customer, client, patient, fan, or guest feels when this work is live across a company. The other aspects of our engagement involve ensuring these new behaviors are landed effectively and consistently over time by building out sustainability infrastructure, leadership training, and often train-the-trainer models.

As you can see, our approach to CX is unique in the market and we are thrilled that the results reported by our clients are equally unique and outstanding.