Deliver Proven & Engaging Customer Experiences

Proven: You will have facts and stringent accountability.

Engaging: Because customer involvement and loyalty are your priorities.

Measure Satisfaction more than the usual c-sat surveys	Improve Customer Service evaluation, metrics, new interactions
Net Promoter Scores	Call Center: Quality Assurance
Customer Satisfaction Surveys	Call Center: Monitoring
In-Depth Customer Interviews	Call Center: Excellent Answers
Secret Shops (Persona-Driven)	In-Store Shopper Insights
Mobile Surveys	Customer Service Planning

Already have a proven & engaging customer experience? Take the CEx Challenge.

Who We Work With:

Marketing Directors, COOs and intellectually curious Customer Service Managers benefit from our fast-track projects and ongoing customer experience monitoring. Sectors we serve include finance, medical, retail, hospitality and B2B and we often coordinate with marketing agencies 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.

Our Difference: Heavyweight Metrics

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, we consider them lightweight because they don’t explain why you got the results you did. Without knowing your ‘why factors’, incremental positive change, much less transformation, or a proven commitment to the customer experience is impossible. In contrast, our heavyweight, investigative methods deliver process metrics pinpointing the details that determine your customers’ perceptions.

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.

What Does Interaction Metrics Mean?

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.