Optimizing the Customer Experience

At the end of the day, it's not the CEO, management team, board or shareholders that judge whether a strategy was successful or not. It's the organization's customers - and their decisions about a company's products and services - that define the ultimate success of a strategy. And the differences between customer behavior, satisfaction and loyalty are key drivers of those decisions. If ignored, those differences can be costly.

Winning companies work hard at ensuring their customers are satisfied. Consistently winning companies work hard to transform satisfied customers into loyal ones. They focus on loyalty for several reasons. Loyal customers:

"Any source of competitive advantage that is not based on doing something truly unique, wonderful and imaginative for customers, is simply going to disappear."

Gary Hamel
Named by Fortune magazine as
"the world's leading expert on
business strategy."

  1. Typically buy more of a particular product or service, and a wider range of products and services, from a given company.
  2. The cost of sales and length of the sales cycle for them is consistently less than those associated with new or non-loyal customers.
  3. Loyal customers not only result in more profitable sales, they are also evangelists for, and help build the brand value of, the companies who earn their loyalty.

We work with organizations who want to take their customer's experience to the next level by converting key customers into loyal ones; and turning marginally profitable relationships into highly profitable ones. With our Customer Focus Maturity Model ®, and our field-proven Ten Point Customer Focus Framework, we help you develop and implement:

Customer Experience Strategies, Processes & Tools
Market Segment & Value Proposition Assessments
Customer Risk & Value Mapping
VOC, Satisfaction & Loyalty Metrics, Tools & Analyses
Customer Engagement & Value Chain Labs ®
Sales, Marketing & Customer Service Effectiveness Reviews
Building Customer - Centric Cultures


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