A Practical Approach to Customer Experience Management.

We pride ourselves on offering practical Customer Experience Management solutions, and accomplish this through what we like to call our 6⁰ of Practical:

  • Position Paper
  • Fact Sheet
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  • 1⁰

    Practical Applications— we develop our programs using modular survey and questionnaire applications that provide 1) a continuous listening/feedback post that is tuned to what matters most to your customers, and 2) flexible and dynamic add-on modules through which emerging business questions can be quickly addressed.

  • 2⁰

    Practical Design— we design and customize our Customer Experience Management solutions around both your customer and organizational lens (how the customer views and interacts with you, and how you view and interact with your customers), always being mindful of the important linkages between the two.

  • 3⁰

    Practical Implementation— your program will always be managed by a senior, single-point-of-contact (avg. 10+ yrs. Program Management Experience) that provides a wealth of best practice and cross-industry knowledge, and we implement all phases of your study in-house; we do not outsource.

  • 4⁰

    Practical Reporting— we give you the right report for the right person at the right time. Our CATAPULT reporting console provides you 24x7 access to your customer experience intelligence in real-time, and offers a wealth of user-friendly reporting features that empower you to take action quickly.

  • 5⁰

    Practical Analysis— we use a variety of transparent and best-in-class quantitative and qualitative analytical tools that your team can understand and that quickly transform your organization’s data into customer experience insights. Whether it’s descriptive analysis, bi-/multi-variate statistical analysis, or more advanced causal modeling techniques, the analytical methods we employ are well established and validated, and always presented to you in the simplest manner possible.

  • 6⁰

    Practical Pricing— our fees are developed on the basis of your specific needs, and are inclusive of all end-to-end services including design, implementation, data collection, reporting and analysis. Because we do not outsource any portion of your Customer Experience Management program, or needlessly bundle low-value/high-cost services, we typically enjoy considerable cost savings over our competitors. And we pass those savings on to you!