ACHIEVING BALANCE

The Challenge

In these times of economic difficulty, you are required to do more (sales, profits, etc) with less (money, people, etc). Your initiative list is filled with ideas to cut costs, promotions to increase sales and price increases to raise profits. But you are not sure which lever to pull, and afraid of the unintended consequences of pulling them all at the same time.

Our Experience

As executives in the ultra-competitive wireless industry, we successfully faced these same challenges and stand ready to help you do the same.

After years of historic growth, our profits and sales began to level out. We implemented a string of quick fixes but often did more harm than good. In analyzing what was working and what was not, we developed a simple hypothesis:

To us, the path was now clear. To balance short-term pressures with long-term returns, this equation needed to be worked backwards. We set out to determine the aspects of our service most critical to attracting and retaining customers. We then looked within these areas for customer dissatisfaction and costly rework that could be fixed in a profitable, short-term manner.

This new paradigm proved doubly effective. In the near-term, a much greater percentage of our tactical initiatives hit their ROI targets, producing millions per year in cost savings. In the long run, the defect reduction led to customer satisfaction awards and lower customer disconnects and produced hundreds of millions in incremental profits.

Our Approach

So how will we help you find your customer-facing opportunities?

Ask yourself:

• Do you regularly ask your customers to grade your performance?
• Do you regularly ask former customers why they left?
• Do you ask your frontline employees for feedback on a regular basis?

If you answered no, you are not alone. We are amazed at the number of companies that have not yet harnessed the power of customer insight to drive better customer satisfaction and profit.

There is no time to waste, however. Your customers are critiquing your company to others right now. We'll get you involved in the conversation and help you:

Our Promise

In only a matter of months, we aim to bring you customer experience techniques that took us years to master. Unless the complexity of your situation warrants it, we’ll keep the big binders and lengthy presentations to a minimum.

Instead, we will listen to your people and your customers as intently as we did our own. We will provide a precise and concise readout of your customer experience capabilities, challenges and opportunities. Most importantly, we will help you size these opportunities and build them into an actionable plan of attack.

Every company and customer experience challenge is unique, but we promise we will get you connected to and inspired by your customers in ways you never imagined. The only constraints are your determination and our time. Try our diagnostic, no strings attached. The lessons you learn are yours to keep.