Our Process

All client programs are supported by an Enterprise Feedback Management System (EFMS) and subject matter experts in, data analytics, reporting and the continual delivery of highly actionable insights.

Our Enterprise Feedback Management System (EFMS) is designed to assess every customer touch point in the customer pathway. We include every stakeholder and constituent in the process from Senior Management, Field Managers, Frontline Employees, Customers, Vendors and anyone who impacts the Brand Value Proposition.

We enter into each client engagement with a flexible, responsive and customized approach, supported by a six step methodology for ensuring optimal success:

1. Discover > 2. Define > 3. Design > 4. Develop > 5. Deploy > 6. Deliver

Discover

  1. Understand Management’s Brand Customer Experience Strategy
  2. “What is the end in mind?”
  3. What are the frontline Non-Negotiables or the KPI’s?
  4. Training Collateral
  5. Reporting Needs

Define

  1. Scenario Library or theatre?
  2. Key Performance Indicators?
  3. What are the “Important Business Metrics”?
  4. What are the short term and long term Objectives?
  5. Goals to reach
  6. Report Distribution
  7. Targets to evaluate
  8. What are the Cause & Effect Linkage to business metrics?
  9. Budget?

Design

  1. CBA Demographics, DB Design
  2. Collateral Documents including Guidelines, Certification, Questionnaire
  3. Reporting
  4. Customized Conditional Alerts that push reports based in your defined business rules
  5. Business Metrics to be hosted

Develop

  1. Brand Agent Certification Exam for knowledge transfer
  2. Project Plan and Timeline
  3. Interventions to be used
  4. Custom Data Base Programming

Deploy

  1. Launch Field Work
  2. On Line Data Capture
  3. Real time Reporting Platform

Deliver

  1. Benchmark
  2. Execute
  3. Demonstrate Internal ROI – Using “Cause and Effect” Linkage to Real Business Metrics

Leave a Reply