Improve the Customer Experience:

Customer Satisfaction	Customer Service
Net Promoter Scores	Customer Service QA
Customer Satisfaction Surveys	Customer Service Monitoring
In-Depth Customer Interviews	Web Self-Service | FAQs
Mystery Shops (Call, Chat, In-Person)	Branded Email & Call Scripts
Mobile On-Site Feedback

Measure Customer Satisfaction:
Measuring customers’ expectations, perceptions & feelings.

Evaluate Customer Service:
Creating excellent customer service & great customer relationships.

Our difference is what we deliver: Facts. Insights. Action. Learn More.

Already offer an engaging customer experience? Take the CEx Challenge.

We Work With:

Presidents, Marketing Directors, COOs and intellectually curious Customer Service Managers benefit from our fast-track projects and ongoing customer experience monitoring programs. Sectors we serve include finance, medical, retail and B2B and we often coordinate with marketing agencies, CRM providers and call center teams. All sizes of businesses, from start-ups to Fortune 50 companies, manage their customer experience with our customer satisfaction measurement and customer service evaluation solutions.

Get Our Heavyweight, Efficient Approach:

The usual customer service evaluation and customer satisfaction measurement methods produce outcome metrics, the kind of metrics that summarize what happened after you engaged with your customers. While these metrics are important, they are lightweight because they don’t explain why you got the results you did. In contrast, our investigative methods and process metrics are heavyweight because they find out what's going on at the point of interaction and why customers feel and act the way they do.

To improve the customer experience efficiently, we apply Interaction Thinking.

• Interaction Thinking is rigorous and exhaustive. Our audits typically identify 10-20 ways to improve the customer experience immediately.
• As Zappos' CEO Tony Hsieh says, 'customer service is a branding tool'. And while this is true, branding is not relevant to every company. Herein lies the second part of Interaction Thinking, the premise that all companies can and should build value through customer service. Sometimes that value is about brand-building; other times, it’s about cross selling or imparting expertise. Regardless of the particular value, we show you how to do more with even the most complex customer interactions.

Interaction Metrics Are:

Interaction Metrics are the product of Interaction Thinking. They are the measures of key facts about the Quality of your Customer Interactions (QCI™)—for example, how likable your associates are; how informed; and the degree to which they represent your brand and create positive customer connections.

As Peter Drucker so aptly quipped ‘if you can’t measure it, you can’t manage it’ and we treat this as our guiding mantra. We know that you must have accurate, meaningful metrics so that you can see over time, how far you have come and project your future success.