Customer Experience Consulting for You
Your company is unique and so are your customers. Don’t settle for a generic approach to customer experience consulting; that won’t give you what you want.
With us, every customer experience consulting session is focused on you: your company, your goals, your employees, and your customers.
We can analyze your survey questions or show you examples of successful surveys and portals.
Or you can ask us questions like when to use Net Promoter Score, what to ask in your survey, how to gauge CX (customer experience), when to measure EX (employee experience), or anything else!
Questions we often answer in consulting sessions are:
- Ways to increase response rates
- The best methods for your goals
- Ways to boost your Net Promoter Score
- How to improve your survey
- The best way to analyze customer comments
- How to get more value from Medallia, Qualtrics, and Survey Monkey
- What you’ll get from objective customer service evaluations
What you get out of your free customer experience consulting session depends on what you want to focus on.
Your Customer Experience Expert
Your session will be with Martha Brooke, CCXP & Six Sigma Black Belt. Martha is a founding member of CXPA and leads monthly roundtables on specialty topics Dennis Fitzgerald of Yaskawa America says, “Martha has her fingers on the pulse of today’s CX activity!”
Reasons to Start with Customer Experience Consulting
Your CEO says you need a survey. Great! But what kind of survey? What insight is it going to provide? How long will it be? Who will it target?
Or perhaps you know your customer service needs a training workshop. But what specific elements of each call need to be improved? How do you objectively rank each employee’s customer interactions? And how do you measure employees’ improvement?
Starting with a solid foundation results in surveys and other CX methods that achieve actionable, lasting results. That’s why we always recommend starting with your free customer experience consulting session.
Considerations for Your Customer Experience Programs
Every company is unique, which means every customer experience program is different. But the most successful customer experience programs uphold these key standards:
- Objectivity: Surveys, interviews, and all methods are vetted for bias to ensure scientific impartiality.
- Solid Sampling: Sampling methods are used to achieve statistically valid results. Learn more about sampling here.
- Analysis: Clients have access to complete datasets and are given detailed explanations of the analysis.
- Metrics: Customer satisfaction scores like Net Promoter, Customer Effort, and Competitive Edge are used as tools with their own pros and cons.
- Dashboards and Portals: Dashboards and portals are provided to allow clients to filter data and target improvement areas immediately.
- Tracking Studies: Tracking studies with constant metrics are implemented to let clients track changes over time.
- List Management: Recipients are matched with customized emails, and suppression files are used to ensure the same recipients don’t receive too many survey emails.
- Actionable Insights: Clients receive specific recommendations for improvement based on granular insights. The more detailed, the better.
- Interaction Evaluations: Surveys are just one of a variety of methods used. Other methods may include statistically valid observations of interactions, text analysis, or customer interviews.
Customer Experience Consulting That Delivers Results
Just because you have a survey doesn’t mean it’s the right survey. Just because you have a CX program doesn’t mean it’s fully optimized.
There are too many bad surveys and disappointing experiences in the world. Let’s make sure that’s not you. Fuel your thinking with a free customer experience consulting session.