We have been described as “marriage counselors for companies”… Not a bad comparison…

At the heart of every customer experience, employee engagement, and partner support effort is relationship. The companies that manage their business relationships proactively are the ones that win and keep the right customers, employees, and partners (resellers, channels, distributors, and VARs). The companies that understand what customers, employees, and partners need in a business relationship also manage revenue and cost more effectively.

We are a relationship-building company. It is all we do. We help you assess the health of your business relationships through powerful digital interviews. We help teams collaborate and learn relationship skills through engaging workshops. We help you connect business, strategy, culture, and technology to how relationships work and improve your business, from every angle.

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Relationship Building Approach

If you are only focusing on symptoms you will never get to the root of relationship challenges.  Our methodology leverages decades of study in interpersonal relationship to pinpoint the most important elements of relationship health. These are the most important needs people have to consolidate their relationships with your company. It is what helps you invest in the right segments, value proposition, and right activities.

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DEFINITION

When your business relationships do not understand the value you provide they have no reason to stay.

DEFINITION

You have to manage expectations, mitigate risk, and build relationships that understand the value you offer. Lack of clarity about your value leads to slow buying decisions, employees that do not contribute to your vision, and partners that do not understand your value proposition.

ENGAGEMENT

When business relationships don’t connect through the right channels, you are not really engaging them.

ENGAGEMENT

You need people to co-create value with you and participate with genuine, valid feedback. Lack of engagement keeps customers from disclosing their real needs, employees from delivering great service, and partners from improving your business.

CENTRICITY

When people do not see relevance in what you offer they will go to someone who will give it to them.

CENTRICITY

You have to understand what is important to people. Culture, geography, demographics, and knowledge level make every person different. When what you offer is not of personal relevance, your customers go elsewhere to find it. So do your employees and partners.

SERVICE

When you do not keep your commitments to people relationships deteriorate and end.

SERVICE

You have to know how people perceive your willingness and ability to keep the physical and psychological commitments you make. Experience is perceived through your responsibility and accountability to serve all your business relationships.

TRANSPARENCY

When people do not have clear access to your intentions they wonder if they should trust you.

TRANSPARENCY

You have to build transparency into all you do. Before people can trust you and your brand they need transparency into your actions. Your customers, employees, and partners make decisions to trust your company and brand based on your level of transparency.

EXPERIENCE

You must measure the experiences of ALL your business relationships. Not just customers.

EXPERIENCE

You have to check the health of your business relationships across all of their experiences with you. When you do not have a realistic measurement of how you are delivering functionality, accessibility, and enjoyment to customers, employees, and partners at the relationship level you cannot effectively improve your business relationships.

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Relationship Assessment Tools

Focusing On The Right Things

Did you know that all your business relationships have common needs they expect you to manage?

Focusing On The Right Things

Our digital interviews are design to use indispensable elements for building strong customer, employee, and partner relationships. Focused on proven methodology while flexible enough to incorporate what is important to your business and culture.

Using The Right Tools

Flat and disconnected interview and survey data fails to point to real solutions. We have a better approach...

Using The Right Tools

Traditional consulting engagements that conduct lengthy discovery and analysis result in disconnected insight and get expensive. And survey tools never tell you the real “why.” Our Collaborative Sprint digital interview tools and approach are a faster, cost effective way of reaching more stakeholders for better insights. The entire discovery can be completed in two week or less and you can get answers from day one.

Delivering Fast, Actionable Insight

A better way to understanding your relationship investments...

Delivering Fast, Actionable Insight

The Collaborative Sprint gives you real insight collected directly from your stakeholders… With insight from our team, leveraging experience and education in national, organizational, and relationship behavior and culture and the strategies that improve customer, employee, and partner experience. The Collaborative Sprint helps you make better decisions about all your relationship investments through superior digital tools and analytics.

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Relationship Building Workshops 

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What happens when people work through problems together is amazing. In the right environment, using innovative tools to identify challenges faster, things get done. Our workshops are designed to get the most out of your time. Expertly facilitated and designed to motivate people to collaborate. We take time to dive deep into the seven most important aspects of relationship building. We discover challenges. We find solutions, together. Host a workshop to improve your customer relationships, build employee engagement, or increase partner channel connection. The result is always the same: people working together to build stronger business relationships.

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Relationship Building Experience & Skill

We understand strategy, behavior, technology, and culture. This combination of skills and experience allows us to deliver real value to our discovery collaborations and workshops with your stakeholders.

We Know Culture

We bring value through a strong understanding of national and organizational culture...

We Know Culture

We understand the influence of culture on behavior. It is part of our work with international companies and multilingual organizations. Internal and organizational culture also influences relationships and you need a partner who knows how behavior impacts your investments in people inside and outside your company.

We Know Business

We provide a valuable understanding of Business Model Generation, transformation, and change management ...

We Know Business

As business model generation and change management practitioners we know how business relationships impact the button line. Relationships connect the most essential aspects of business. They influence cost and revenue. We understand because we have led global brands as executives and work directly with Fortune 500 clients today to connect relationships with business value.

We Understand Behavior

We understand the psychology and practice of building business relationships...

We Understand Behavior

We are senior experts with backgrounds in conflict resolution, organizational development, industrial & organizational psychology, and customer relationship management. We serve as professors of digital marketing, innovation, and customer & employee experience at academic institutions like Rutgers University. We have an impressive background in customer and organizational behavior that you may not find at many top, high-priced consulting agencies.

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Relationship Building Books & Keynotes

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

02_speakingSpeaking 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. Buy it now

01_seriousSerious Relationships: How To Build The Relationships That Build Your Business (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, centricity, service, support, transparency and experience across all your business efforts.

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