Services
  • Customer Experience Assessments
  • Operational visibility across customer base
  • Application: Help organizations understand what external and/or internal customers value, identify risks within existing accounts, and provide actionable insights to drive engagement and service delivery.
  • Methodology: Online customer survey plus targeted in-depth interviews with key stakeholders. Initiative timed to support planning and management cycles, repeated periodically (e.g., every 12-18 months), and structured to permit analysis and reporting at all applicable levels (organization, category, segment, account, individual, etc.).
  • Outputs: Perceptual maps, scorecards and playbooks which deliver tactical insights to front-line teams while delivering strategic insights toleaders. Web-enabled customer information system makes these outputs accessible 24/7 (access can be customized).
  • Enhancements: Our tools can be customized in several ways to best meet your needs:
  • Customer-Provider Gap Analysis – Surveying sales or service providers, using the same questionnaire, allows you to identify gaps.

  • Loyalty Driver Analysis - Identify which elements of your offering are most strongly associated with loyalty. Often what is top-of-mind to customers is not what
  • drives loyalty.
  • Business Outcomes: Structured insights ensure that teams address topics and solve problems that are important. ROI is achieved through increased productivity, cost savings, retention, price realization and customer receptiveness to new opportunities. Additionally, turnover and training of new employees is easier to manage since in-depth customer knowledge is captured and codified.
  • Service and Engagement Model Re-Engineering
  • Processes, systems and policies to optimize value delivery
  • Application: Translate customer assessment findings into a growth road map detailing how to better meet customer needs and remove barriers to growth.
  • Methodology: ServiceQualityWorks’ experts use assessment findings (see below) to design experiences, for specific customer types and groups, which sustain and strengthen business relationships. We then audit your operational model, processes, policies and systems to identify obstacles to delivering the desired customer experiences. Obstacles are identified and analyzed, with solutions developed.

ServiceQualityWorks, LLC - Consulting Engagement Framework

  • Outputs: An implementation road map which summarizes both current and desired states. The road map includes operating model, change management, and communications plans for implementing and guiding the delivery of the desired customer experience. High level strategy is supported by tactical plans to improve performance at the account level.
  • Business Outcomes: Customized, differentiated customer experiences supported by more focused and effective sales, service, and/or account management, which improves retention and acquisition.
  • Benchmarking and Best Practices
  • Quantify performance relative to the competition (external customers)
  • Application: Determine who customers see as your main competitors, measure how you perform against those competitors – and learn where – and why – you either lead or lag.
  • Methodology: Ask customers to specify and rate best-in-class competitors in assessment questionnaire. Open-ended questions and/or follow-up interviews can be used to identify specific best practices, especially those related to performance gaps. Phone recruiting necessary to maintain response rate.
  • Outputs: Data views comparing internal (own) and external (competitor) performance - and showing gaps – for a defined set of experience constructs. These can potentially be customized by segment and/or competitor, and – where applicable – are supplemented by qualitative feedback.
  • Business Outcomes: Deliver differentiated experience relative to competitors, emphasizing the elements that matter most to your customers.
  • Systems and Tools Evaluation
  • Supporting systems must be consistent with desired customer experience
  • Application: Ensure that tools are appropriate, adequate, and optimized from the perspective of both users and customers.
  • Methodology: Existing or in-progress tools are evaluated using site visits, customer assessment data, group work sessions, one-on-one interviews, and other inputs. Evaluation includes usability and performance reviews, plus alignment and competitive benchmarking against similar tools.
  • Outputs: Summaries of current tools’ performance and limitations, identification of necessary changes, and recommendations for how to make those changes. Solutions include clear documentation of opportunities for increased usability, greater consistency in task and information presentation, and decreased time on task.
  • Business Outcomes: More efficient, effective, and consistent service levels and experiences.