A
Customer Experience Factory Engagement
What to Expect
•
Consulting
engagements are designed to be short term and last from 1-3 months based on complexity
of issues.
•
We
want to differentiate our services by providing clients a playbook of all the activities
and plans needed to drive results
•
We
focus on designing solutions that are unique and meet the client’s needs rather
than conducting in-depth analysis of the market and “state the obvious”
assessments
•
We
will also provide a reference playbook of past solutions and industry best
practices for the organization to leverage
•
Design
solutions that are measurable, repeatable and can be tweaked by the client
without creating massive change
•
Our solutions will be based on common sense and original design. We will leverage
industry standard practices when it is relevant.
A
Phased Approach to Developing a Solution
Examples
of Engagements
•
Develop
an end to end service organization for start ups, small businesses and new
organizations within mid to large size companies
•
Define
and create a social servicing strategy and operating process
•
Develop
a training program to speak to extraordinary service experiences
•
Support
the hiring and development of servicing professionals
•
Create
a customer survey program which will tie results to the success of the
organization and people
•
Develop
performance management programs for operations and servicing teams
•
Develop
a sourcing strategy for operations and servicing
•
Manage
sourcing partners on behalf of companies
•
Evaluate
cost savings programs / opportunities
•
Define
solutions for creating a profit center out of a call center or other customer
facing role
•
Mystery
shopping
How
We Work
•
Each
project will be priced based on scope/complexity of engagement, the number and
level of consultants needed to complete an engagement and ancillary cost such
as travel expenses associated with the project.
•
The
initial meeting and scoping of engagement is not billable. This typically can
be 1-3 hours. All travel related expenses (airline, hotel) are billable to the
potential client. To avoid these costs, we would encourage video meetings or
conference calls.
•
Because
we do not like to waste time, once we have agreed to work together, we will ask
to sign a letter of intent so we can quickly begin. During
the explore phase of the project, we will work as quickly as possible to
complete the contract / work order.
•
We
invoice monthly
•
We
have a pay for performance option in our invoice
•
We
have a referral program and loyalty program for our clients
Contact Us
If you are interested to learn more, please contact
Michelle Mullman
CEO and Founder
michelle@thecustomerexperiencefactory.com
