RESEARCH & CONSULTING

Every customer experience can be a profitable one.

Sustain

The commitment to exceptional customer experiences must be ongoing. That’s why we’ve developed an array of sustainability programs which continually refresh and realign employees and leadership with continuing education, targeted communications, and easy to use measurement tools.

Our sustain toolset includes:

Featured Product: Sustainability Plan

Our sustainability plans are fully customized tool kits with ready-to-deploy materials for leaders, managers, and employees.  These kits include printable informational and learning materials, creative pledge programs, social engagement tools, inspirational campaign elements, and recognition awards—all of which serve to enhance employee commitment and performance. 

Communications Plan

Ongoing communications are critical tools to inspire innovation, maintain accountability, and reinforce a commitment to excellence in Customer Experience. Our organization-wide internal and external communications plans provide a template to deploy targeted messages at key intervals which serve to maintain employee focus and overall organizational alignment. 

Performance Scorecard

Continual measurement of performance is the best way to ensure ongoing, sustainable improvements. Our scorecard system tracks and measures both customer satisfaction and employee engagement across all business areas and departments.  With every function accountable and scored, areas and opportunities for improvement are quickly identified and leveraged.  

Educational Reinforcement

Employee education is a process which must be revisited and reinforced. Our programs build on previous education sessions to reinvigorate the creativity and commitment of employees at all levels. We offer staff meeting tools, workshop materials, and a host of web-based learning experiences to continue the learning process and further improve employee performance.