Customer Experience Management
Internal assessment and benchmark project to help an organization understand where it has gaps between what it wants to deliver to customers (or promises already) and what key internal stakeholders believe is really happening.

Program Assessment
Define gaps between current program and best practices. We (1) Review the current program; (2) Explore opportunities for employing customer information throughout the organization; (3) Identify areas for improvement based on best practices and (4) Create specific recommendations for modifying the current program or implementing a new initiative

Program Roadmap
A Program Roadmap outlines the critical processes to achieve goals set by the organization during the Net Promoter journey from Adoption to Leadership.

Touch Point Mapping
A first step in improving the customer experience to gain a full understanding of the current experience. This requires a comprehensive documentation of all touchpoints and lifecycle stages.

Recruitment Strategy
The program team and key stakeholders will receive guidance and make decisions about key customers to target, as well as internal and external communications strategy, roles and responsibilities for participation and recruitment of targeted customers, and an ongoing audit strategy to ensure that the sample and resulting data is sound. 

Program Governance Design
A governance model helps define who keeps the organization focused on customer loyalty, who is responsible for running the program smoothly, and who is responsible for acting on the information and driving accountability

Closed Loop Design
Customized closed loop process design including review of best practices for the acknowledgment of customer feedback and specific processes for customer communication and action planning at the frontline, management, and executive levels

Cross-Culture Benchmarking
Cross-Cultural Benchmarks provide a means to conduct within-culture comparisons of a company’s performance to the loyalty achievements of other large, leading organizations in the same culture.

Target Setting
This program establishes a framework to track employee performance and improvements along specific measures of customer loyalty.

Compensation Design
Generally done in conjunction with target setting, the compensation design engagement helps companies implement and integrate the voice of the customer into employee compensation.

Strategic Action Workshop
Strategic Action Workshops help to translate in-depth loyalty performance analysis into strategic and tactical action plans for Business and Functional leaders. The action planning process includes root cause analysis and/or process mapping to identify performance gaps in areas with the biggest impact on loyalty.
RAP analysis is required to facilitate the workshop.

Competitive Benchmarking
Understand your strengths and weaknesses in relation to competitors, and use diagnostic tools to understand why customers are better (or worse) at creating loyal customers.

Communication Strategy
Guidance on overall program communications strategy including frequency, timing, and audience to move the organization towards alignment using the best media combination of email, intranet, displays, and team briefings

Employee Loyalty Linkage
Employee Loyalty Linkage: Defines linkages between your customer loyalty results and your employee surveys to define levers for improving both relationships. Uses existing NPS program and employee survey data or defines new one.