Build a blueprint of the entire customer experience including all touchpoints and quantifiable micro-experiences in order to identify opportunities for improvement. Use key drivers leverage analysis to measure and maximize customer loyalty over time.

Build predictive models to identify risk factors for customers most likely to churn, and then develop tools, techniques, and programs to build greater loyalty and reduce attrition.

Motivate and train your employees to make the behavior and attitude changes necessary to deliver the optimal service experience required to take your business to the next level.

Continuously gather and analyze high-level customer feedback on key touchpoints, then leverage text analytics, machine learning, and real-time dashboards to facilitate immediate action on the front lines.

Gather and analyze periodic comprehensive feedback on how well every area of the customer relationship (product, support, delivery, billing, etc.) is delivering on the key drivers that meet the needs of current and competitors’ customers.

Demonstrate the financial benefits of investing in higher customer satisfaction through improved CX. Model the relationships between customer perceptions (obtained in surveys) and their future revenue, profitability, and lifetime value (within your CRM system).