The 2 most powerful ways to win customer, employee, and business stakeholder trust, loyalty, and commitment!

1. Our methodology & benchmark for targeting the most critical behavior, strategy, and digital transformation challenges. 

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2. Our technology-assisted, psychology-based tool for discovering costly business relationship challenges.

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No just touchy-feely stuff here! This is a strategy that can save your business… 

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Client Use Cases

Our success comes from effectively incorporating our methodology with the best digital interview and collaboration technology available!
Consulting engagements get expensive because they do not discover core problems expediently. We start with a winning hypothesis for what people need that saves you thousands in discovery, supported by analytics that help identify solutions from the first day of the engagement. Learn how we are helping our clients win the right customers, keep the best employees and partners, and create meaningful experiences for business stakeholders.

Challenge:
Maryland-based technology company. The world’s first and leading provider of cloud-based association management software. While the company has a great product and high customer service reviews, it did not have a common approach for building and maintaining customer relationships. As a result, organizations across the company developed disconnected training, tools, and processes that could not be measured consistently across the company.

Solution:
Having all the organizational leadership together was important. We began with a two-day workshop discussing the seven elements of successful business relationships and aligned them with how each organization won and supported customers. We used our digital collaboration tool and our “serious relationships” canvas to document feedback. The workshop also allowed each organization to discuss common challenges and success. We used the insight and outcome of our candid discussions to create a common plan for serving customers within the seven relationship elements of customer expectation management, engagement, personalization, responsibility, accountability, transparency, and experience.

Results:
The client has reported increased efficiency in giving customers more functionality and accessibility. Customer service scores increased. More importantly, internal collaboration has improved. Client reports that they use the seven relationship elements as a checklist to evaluate if they are giving internal and external customers what they need to maintain genuine business relationships.

Challenge:
This Fortune Global 500 pharmaceutical company also provides health information technology, medical supplies, and care management tools. While the company has been recognized for its diversity, it had difficulty recruiting talent consistently for certain roles and pay grades.

Solution:
Using the seven elements methodology as a starting point, we conducted a series of assessments to compare the company’s recruitment practices with the cultural needs of applicants. Several inconsistencies were identified which were turning away talent and causing unnecessary spending in community outreach and job fairs. We also identified misalignment in regional recruitment focus. This engagement focused heavily on the centricity and personalization aspect of our methodology.

Results:
The client has re-targeted significant investments in talent acquisition to better support the specific needs of applicants. Education about company values and increased effort on candidates that align with culture has helped recruiters better understand national culture needs. In the process, the company is also aligning more consistently with internal affinity groups and identifying deficiencies in organizational culture.

Challenge:
This Telecom Services company wanted to improve customer experience for its clients by aligning their technology with the behavior it helps improve. The company has been an agent services technology provider and identified the need to support the customer experience and Net Promoter Score efforts of their clients.

Solution:
Working with the PMO office, product development, marketing, and consulting services organizations we helped design a new approach that helped the company identify client needs in seven specific areas. Then we designed a methodology that directly mapped functionality, accessibility, and enjoyment in these seven areas to technology solutions. This approach was transformational and realigned internal thinking form transactional and technology-focused to customer experience centric.

Results:
The client re-organized sales, marketing, and support efforts to align with our methodology. They plan to launch a new professional services practice that puts customer needs first, but that effectively incorporates technology implementation to accelerate meeting those needs.

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Business Relationship Books & Keynotes

Learn more about our passion for people and for building the relationships that build your business through our books and presentations.

Serious Relationships: The 7 Elements of Successful Business Relationships (2017)
A candid examination of how we manage customers, employees, and business partner (channels / VARs / ISVs) relationships. It asks leaders: What would happen if you managed your business relationships with the same care and attention as other “serious” relationships in your life? How would it impact all your relationships across your business? How would collaboration in all these areas change the way you deliver your value proposition? A broad exploration of relationship expectation, engagement, relevance, service, transparency and experience across all your business efforts. Buy from Amazon

We hope to see you at an upcoming event in your area. Need a speaker? Contact Us for more information.


Speaking Frankly About Customer Relationship Management:
Why Customer Relationship Management Is Still Alive and Vital to Your Company’s Customer Strategy.

An indispensable resource for implementing customer strategies that lead to measurable experiences. The book proposes that customer relationship management (CRM) is still (and more than ever) an essential component of how you win and keep the right customers. A return to strategic thinking about how CRM initiatives and technology require honest conversations about ten important elements that lead to collaboration. Get It From Amazon

We hope to see you at an upcoming event in your area. Need a speaker? Contact Us for more information.
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