Holistic Customer Experience Management℠
A Methodology for Modeling, Measuring and Managing the Customer Experience.

Our Holistic Customer Experience Management℠ methodology is the foundation on which all of our solutions are built to Model, Measure and Manage the Customer Experience.

  • The primary goal of the Modeling phase is simple:
    create a strong return on investment by...
    • one

      Clearly identifying specific elements of the experience that customers value.

    • two

      Linking each of these elements to underlying behaviors and actions that can be actively managed.

    • three

      Demonstrating how each of these elements work together to create brand opportunities.

  • The Management phase is guided by a very simple formula for driving continuous customer experience improvement: Management Phase

    Our primary goal is to optimize each element of this formula for your organization and to maximize your return on investment.

  • In the Measurement phase, we integrate your customer experience data sources and breakthrough performance plateaus by providing actionable data on a frequent basis. From a single reporting portal, we show you a complete picture of the brand experience from both the customer’s perspective and the organization’s. Measurement Plan
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  • Defining the key elements of the customer experience we differentiate the most salient and important elements of the experience from both the customer and organizational perspectives.

  • Developing an integrated measurement system we develop and indentify Key Performance Indicators (KPI’s) for each element of the customer experience that are known drivers of important customer outcomes (satisfaction, loyalty and advocacy) and financial measures of success (sales, market share).

  • Building relevance among all stakeholders we engineer strategic relevance by clearly linking the program’s scope and objectives to your organization’s most relevant strategic initiatives, and gather internal buy-in and define clear success factors upfront.

  • Ongoing data collection we recommend that data be collected on an ongoing basis, typically at a continuous or recurring wave frequency. Frequent and ongoing data collection best ensures that there are no significant gaps in your customer experience intelligence, and allows for a natural Feedback → Coaching → Improvement cycle to take root.

  • Ongoing reporting and analysis our online reporting console (CATAPULT) allows you to communicate program results throughout your organization in real-time. Implementing user-level access restrictions and personal home pages allows you to provide the right depth of information to your stakeholders.

  • Coaching and training we work closely with you to link your Customer Experience Management objectives and real-time feedback with key training initiatives and coachable/teachable moments to drive continuous improvement.

  • Incentives and rewards we recommend developing integrated incentives to recognize and reinforce exceptional behavior immediately, and work closely with you to develop an incentive strategy that rewards consistent improvements.

  • Enhance and evolve The only constant is change. Therefore, your Customer Experience Management program must evolve as customers, brand promises and experiences change. We engineer flexibility through the use of modular applications, inform evolving strategic objectives through our findings, and work closely with you to implement enhancements/refinements to your program.