Our Approach

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Focus Stages: Positioning for Success

Discuss: We have a unique relationship with each of our clients, but each was set in motion in a simple way - with a conversation. With our expertise and experience working across industries, we come to the table with a core understanding of the challenges our clients are asked to tackle.

At the same time, we recognize that your business and business challenges are unique. Our initial goal is to gain a full understanding of your specific situation in order to determine how we can best assist you with our customer experience strategy.


Once we understand your aspirations, we begin an intensive fact-gathering and analysis process aimed at fully framing the factors that connect to your challenges and objectives. The scope of this stage varies depending on the complexity of the challenge and the internal information you provide, but it often incorporates the following components:

Company Assessment: Understanding your brand promise, strategic objectives, and any relevant current or past initiatives. Analysis of any available training materials and customer satisfaction data Market / Competitor Assessment: Identifying customer and market trends, your competitive landscape, and competitive initiatives Customers Assessment: Mapping the customer experience and identifying key attributes and behaviors that drive customer satisfaction, delight, and loyalty


With an intimate understanding of your challenges, we will draw on an arsenal of proven services, solutions and best practices from industry leaders to design your program. Our survey forms are designed to isolate human and business factors that delight your customers and set your brand apart from your competitors

In addition, we can integrate data from all parts of your organization to produce consolidated reports that clearly pinpoint strengths and opportunities as measured from a variety of sources. The goal is to uncover which tangible elements of your customers' experiences are most significantly driving their delight and satisfaction or identify any opportunity for improvement.


The extensive preparation that goes into the design of your program ensures flawless implementation. Our customized suite of solutions will successfully empower your company to improve on specific delight-driving behaviors. This implementation stage sets in motion what we refer to as the Circle of Optimization, a continuous cycle of measuring, analyzing, and improving the key drivers that directly influence customer gratification, advocacy, and intent to return.