Through a careful analysis of an enterprise’s service levels we identify opportunities for brand, reputation and revenue drivers. We take a 360 view of an organization’s customer experience function, viewed through a marketer’s lens. We...
read moreFrom manners, to reading body language, to understanding cultural differences, we offer teams from 10 to 10,000 customized training experiences. Using real employees, real scenarios and role-playing, we establish and instill best practices across organizations of...
read moreTime and time again, the script gets us in trouble. Working with customer service professionals to expand their leeway will result in them using it less, and solving problems faster. Teach your employees to problem-solve, and you’ll learn to trust them...
read moreCustomer service organizations are typically managed as a cost center. Key success metrics focus on productivity, efficiency, and regulatory compliance instead of customer satisfaction. If you couple that with a significant potential loss of...
read moreIn this new age, where every interaction is shared, an organization needs to realign its marketing, sales and customer support functions – to ensure greater customer satisfaction, and to help generate the nuggets, the positive stories that can be...
read moreLeveraging traditional and innovative forms of data gathering and analytics, we provide in depth analysis and solutions to address a brand's strategy, architecture, and marketing and sales optimization. We take a look at a company's portfolio,...
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