The Customer

Creating customer centric cultures.

From the inside out

Customer satisfaction & engagement is a top priority for many organizations to improve their competitiveness & profitability. Company leaders are now focusing on "everything customer", from integrating customer feedback processes to installing Chief Customer Officers. 

Yet many still struggle to effectively create and sustain a customer-centric culture. They battle organizational silos and established dogmas that hinder the company's ability to leap ahead of the competition. But it doesn't have to be that way.

A new mindset &

It starts with redefining the customer. A customer is anyone you serve, and anyone that's serving you. And engaging with customers effectively begins with a service mentality.

We utilize The Customer Mission™ approach to help reshape internal perspectives and processes around the customer, helping your organizational leaders create a sustainable, customer-focused culture.

Want to know more about The Customer Mission Methodology? Read the recently published book, The Customer Mission! Order your copy on today!

Here's a quick overview:

The foundation

Behavior change begins with people. We start by transforming the way the organization communicates and engages with people, both internally and externally - centered on three levels of motivational needs.

The infrastructure

We shift the organizational priorities around the Customer Mission. Serving as the thesis for organizational growth, it provides a clear direction on which challenges and problems to attack first, based on what's important to customers.

The implementation

The implementation phase focuses on two main areas: what are the root causes to the problems, and how they get prioritized. We utilize two techniques to answer these questions and establish an implementation plan:

The 5 Whys.

The 5 Whys is an iterative interrogative technique we use to explore the cause-and-effect relationships underlying a particular problem. The "5" in the name derives from an anecdotal observation on the number of iterations needed to resolve the problem. Not all problems have a single root cause. The method has no hard and fast rules about what lines of questions to explore.

The 5 So Whats.

The 5 So Whats approach is the next step beyond the 5 Whys. It challenges advocates of improvements and solutions to answer the question “So what?” By the time we ask and answer “So what?” five times in response to the impact of a potential solution, we reach a solution with maximum impact. The impact of different solutions are weighed against each other to assist in prioritizing the implementation of solutions that best support organizational goals and needs.