Spectrum of Services

Depending on our clients' objectives, we have a suite of consulting and training services that suit every need and budget:

• Visioning  ~ Gaps analyses between best practices (ideal state) or the corporate vision (desired state) vis-à-vis the “as-is” (current state);  identification of  SWOT; and recommendations of pilot programs for proof of concept and quick wins.

• Customer Strategy Roadmap ~ Development of strategic customer strategy blue-print and tactical milestones measured against the client's KPIs. 

• Voice of Customer Research ~ Different from a market or marketing research, VOC is imperative for identifying need gaps and customer opportunities, essential for a well-conceptualized Customer-centric plan. 

• Needs Differentiation ~ Customers differentiation beyond the conventional dimensions of demographics, psychographics, values and lifestyles: we drill into customer life stages, customer cycle stages, and enhanced needs.

• Touch-point Analysis and Management ~ Identification of touch-gaps and opportunities for process integration necessary for seamless customer interactions. Development of Touch-map to optimize customer's trust, commitment, and relationship satisfaction. 

• Customer Experience Management ~ A sequel to touch-point analysis and touch-map development, CEM plan is the totality of the customers' experience with your product, people and process - a gameplan to nurture them from the mode of transaction to relation.

• Change Management ~ Scoping organizational changes from reasons of change to change targets, magnitude of change, and change drivers, to the actual change process, methodology and measurements.

• Momentum Building ~ Review and refine flawed or stalled Customer initiatives to repair relationships and revitalize momentum.

• Customer-centric Metrics Design ~ Update your measures for evaluating the progress and success of your customer initiatives - from organizational to operational and change metrics to sales & marketing performance, customer assets, relational capital and financial metrics.

• Analytics and Segmentation ~ Reinforcement of customer strategy with Decision Science Consulting that encompasses data-mining, segmentation modeling, behavior and predictive modeling, risk management, and customer program measurement.